Online store using common carrier

ABSTRACT

A technique for effecting electronic commerce using a data network is described. The data network includes a plurality of subsystems which, together, form an integrated system for receiving customer orders for selected items via a data network, fulfilling the customer orders, and delivering the ordered products to the customers. Moreover, according to a specific embodiment, the integrated nature of the system architecture of the present invention allows the on-line merchant to provide a guarantee to the customer that the ordered items will be available to be delivered to the customer at the specified delivery date, time, and location.

CROSS-REFERENCE TO RELATED APPLICATIONS

The application is a continuation under 35 USC 120 of U.S. PatentApplication No. 09/568,603 (Attorney Docket No. WVANP001) entitledINTEGRATED SYSTEM FOR ORDERING, FULFILLMENT, AND DELIVERY OF CONSUMERPRODUCTS USING A DATA NETWORK filed May 10, 2000, the entirety of whichis incorporated herein by reference for all purposes, which claimspriority under 35 USC 119(e) from U.S. Provisional Patent ApplicationNo. 60/133,646 entitled ELECTRONIC COMMERCE ENABLED DELIVERY SYSTEM ANDMETHOD filed May 11, 1999, the entirety of which is incorporated hereinby reference for all purposes.

The present application also relates to a number of commonly assigned,copending U.S. patent applications filed simultaneously herewithincluding: (1) U.S. patent application Ser. No. 09/568,570 for INVENTORYREPLICATION BASED UPON ORDER FULFILLMENT RATES (Attorney docket no.WVANP002); (2) U.S. patent application Ser. No. 09/568,614 for REAL-TIMEDISPLAY OF AVAILABLE PRODUCTS OVER THE INTERNET (Attorney docket no.WVANP003); (3) U.S. patent application Ser. No. 09/568,572 (now U.S.Pat. No. 6,975,937) for TECHNIQUE FOR PROCESSING CUSTOMER SERVICETRANSACTIONS AT CUSTOMER SITE USING MOBILE COMPUTING DEVICE (Attorneydocket no. WVANP005); (4) U.S. patent application Ser. No. 09/568,823for LOAD BALANCING TECHNIQUE IMPLEMENTED IN A DATA NETWORK DEVICEUTILIZING A DATA CACHE (Attorney docket no. WVANP006); (5) U.S. patentapplication Ser. No. 09/568,569 (now U.S. Pat. No. 6,622,127) for ORDERALLOCATION TO SELECT FROM INVENTORY LOCATIONS STOCKING FEW UNITS OFINVENTORY (Attorney docket no. WVANP007); (6) U.S. patent applicationSer. No. 09/566,912 (now U.S. Pat. No. 6,332,334) for METHOD ANDAPPARATUS FOR HANDLING AND TRANSPORTING TEMPERATURE-SENSITIVE ITEMS(Attorney docket no. WVANP008); (7) and U.S. patent application Ser. No.09/568,571 (now U.S. Pat. No. 7,139,637) for ORDER ALLOCATION TOMINIMIZE CONTAINER STOPS IN A DISTRIBUTION CENTER (Attorney docket no.WVANP009). Each of the disclosures of these copending applications isincorporated herein by reference in its entirety for all purposes.

BACKGROUND OF THE INVENTION

1. Field of the Invention

This invention relates to the field of electronic commerce. Inparticular, the invention relates to a technique for selling anddelivering consumer products to customers using a data network.

2. Description of the Related Art

Companies have been delivering goods to customer homes for years usingmany different kinds of delivery systems. Examples run from mail ordercatalog shopping to on-line ordering and delivery services such as thoseprovided by Amazon.com and Peapod.com. Indeed, the demand for homeshopping and home delivery is increasing. However, many of theconventional systems which provide home shopping and home deliveryservices have significant limitations that prevent their adoption on alarge scale basis.

For example, the on-line grocery delivery service provided by Peapod.com(implemented by Peapod, Inc.) allows customers to access an on-linegrocery store to place grocery orders. “Shoppers” (i.e. employees ofPeapod) fill the orders by traveling to local grocery stores andpurchasing the groceries ordered by the customers. The groceries arethen delivered to the customer's home. In order to make a profit on thetransaction, Peapod adds delivery charges on to the grocery bill. Thismakes the groceries more expensive than if the customer had performedthe shopping and purchasing himself/herself.

Additionally, when a customer places an order, Peapod can not guaranteethat the ordered item will be available to be delivered to the customer.Thus, if the grocery store does not have the ordered item (e.g. out ofstock), the “shopper” cannot deliver that item to the customer.

Further, delivery scheduling problems may also arise with on-lineshopping services such as those provided by Peapod. Often, it isextremely difficult to fulfill a delivery request for an order to bedelivered on the same day that the order was placed. Therefore, manyshopping services do not offer this feature. Additionally, it is notuncommon for a scheduled customer delivery window to be missed becausethe order took too long to fulfill by the “shopper”.

In addition to the Peapod technique, there are other conventionalon-line techniques which allow a customer to purchase customer productsvia the Internet, and then have the purchased products delivered to acustomer's shipping address. For example, on-line retailers such asAmazon.com, Inc. provide the ability for a customer to select andpurchase various products via the Internet or World Wide Web. Usingconventional techniques, an on-line product purchasing transaction willtypically include the following steps.

First, the customer selects one or more products to be purchased. Oncethe customer has finished selecting the desired product(s), the customermay then proceed to a check-out or order confirmation page. During thecheck-out or order confirmation process, the customer provides thenecessary information for completing the transaction purchase, such as,for example, the customer's name, credit card number, shipping address,etc. Before the order is confirmed by the on-line retailer, (e.g.,Amazon.com), the billing and financial information is verified andprocessed. For example, if a credit card is used by the customer topurchase selected on-line products, a credit card transaction for thetotal amount of the purchase will be authorized before the purchaseorder is confirmed and fulfilled by the merchant. Once the paymenttransaction has been authorized, the on-line merchant typically fulfillsthe order by obtaining the purchased products, and shipping thepurchased products the customer's shipping address using a commoncarrier (e.g. third-party courier) such as, for example, UPS, USPS,Federal Express, etc. The customer's credit card is typically billed atthe time of shipment.

Although the above-described on-line product purchasing techniqueprovides the convenience of allowing a customer to purchase and receivea desired product without having to venture outside his or her home,current on-line shopping techniques suffer from a number of additionaldisadvantages (in addition to those described previously). For example,many on-line merchants provide adequate customer service relating toon-line product purchases, but typically provide inadequate customerservice for handling returns or customer complaints. Further, once thecustomer's order has been processed, a customer typically does not havethe ability to change, alter, or cancel the order. Rather, the customermust typically wait until he or she receives the originally orderedgoods, and then must make a subsequent request to the on-line merchantfor returning or modifying at least a part of the order. This latterrequest is typically handled as a separate transaction on the merchant'sside, and may involve lengthy delays. Additionally, if the customerwishes to return one or more products, the customer is typicallyrequired by the merchant to first obtain a return authorization number(after first submitting a return request), and typically is responsiblefor paying shipping costs for shipping the returned products back to themerchant.

The following example may help to illustrate some of the potentialproblems which a customer may encounter when purchasing products viaon-line retailers or merchants. First, let us assume that a customer hasselected two books for purchase using an on-line merchant, such as, forexample, Amazon.com. When the customer proceeds to the check-out page,the customer authorizes a total amount (i.e., for the books, tax, andshipping) to be billed to his or her credit card. Once the credit cardauthorization for the total amount has been received, the merchantfulfills the order and forwards the order to a common carrier forshipment. The customer's credit account will be billed at this time forthe total amount specified above.

After the order has been fulfilled by the merchant, the customer istypically unable to modify or cancel the order. Thus, for example, ifthe customer subsequently wishes to cancel one of the ordered booksafter the merchant has fulfilled the order, the customer must first waitto receive the book, and then submit a separate request to the on-linemerchant for returning the book. It is worth noting that since thepurchased items are typically shipped using an independent courierservice or common carrier such as UPS, Federal Express, or the U.S.postal service, there is no mechanism in place whereby the customer isable to return the undesired product (e.g., book) back to the deliverycourier for an immediate refund. Rather, as is typically the case, thecustomer must first obtain a return authorization number from themerchant, re-package the unwanted product, and ship the unwanted productback to the merchant. Typically, the customer is required to pay forshipping charges for returning a product, even if the product wasreceived in a defective condition.

Once the returned product is received by the merchant, it is typicallyprocessed within four to six weeks, meaning that a credit for thereturned product may not be issued to the customer until four weeksafter the product has been received by the merchant. In the exampleabove, a credit, when issued, may appear as a refund or a credit on thecustomer's credit card account.

An additional problem with conventional on-line purchasing transactionsrelates to merchandise availability. For example, when a merchantreceives a request for a product return, the merchant is not able toinclude the returned product as part of the merchant's current inventoryuntil the returned product is physically received at the merchant's siteand the return processed, which may take up to 4 to 6 weeks. Moreover,until the returned order is processed, the returned merchandise willtypically not be included as part of the inventory made available forcustomer purchase. This results in an inefficient allocation ofresources.

In light of the above, there exists a continual need to improve uponelectronic commerce and on-line purchasing techniques.

SUMMARY OF THE INVENTION

According to specific embodiments of the present invention, a techniquefor effecting electronic commerce using a data network is described. Thedata network includes a plurality of subsystems which, together, form anintegrated system for receiving customer orders for selected items via adata network, fulfilling the customer orders, and delivering the orderedproducts to the customers. Moreover, according to a specific embodiment,the integrated nature of the system architecture of the presentinvention allows the on-line merchant to provide a guarantee to thecustomer that the ordered items will be available to be delivered to thecustomer at the specified window delivery time.

According to a specific embodiment, an integrated system is disclosedfor effecting electronic commerce via a data network. The systemcomprises an inventory subsystem comprising memory. The inventorysubsystem includes an inventory database configured or designed tomaintain inventory records of a plurality of items of merchandise. Thesystem also includes a customer interface subsystem in communicationwith the inventory subsystem. The customer interface subsystem isconfigured or designed to store available inventory information, and isalso configured or designed to present selected item informationrelating to the inventory merchandise to at least one customer via thedata network. The customer interface subsystem is further configured ordesigned to facilitate customer shopping transactions, and to storecustomer order information. The integrated system also comprises anOrder Fulfillment Subsystem in communication with the inventorysubsystem. The Order Fulfillment Subsystem is configured or designed toreceive customer order information captured by the customer interfacesubsystem. The order information includes at least one customer orderfor at least one item. The Order Fulfillment Subsystem is alsoconfigured or designed to facilitate fulfillment of the customer order.In a specific embodiment, fulfillment of a customer order includesobtaining at least a portion of the items relating to the order andpreparing the obtained items for shipment to the customer. Additionally,the integrated system includes the delivery subsystem in communicationwith the customer interface subsystem and the inventory subsystem. Thedelivery subsystem is configured or designed to receive items relatingto at least one fulfilled customer order, and is also configured ordesigned to facilitate delivery of the received items to the customer.

An additional aspect of the above embodiment provides that the systemfurther comprises a Publishing Subsystem in communication with theinventory subsystem and the customer interface subsystem for managingitem and catalog data associated with a plurality of items ofmerchandise. Another aspect of this embodiment provides that thecustomer interface subsystem comprises a capacity database for managingcapacity data associated with each of the plurality of subsystems.According to one embodiment, the capacity data includes availablecapacity data for each subsystem and reserved capacity data for eachsubsystem, wherein the reserved capacity data is related to placedcustomer orders which have not yet been delivered to the customer. Thecustomer interface subsystem may also be configured or designed tomanage the inflow of customer orders at the time of ordering, using thecapacity data.

An alternate embodiment of the present invention is directed to a methodfor effecting electronic commerce via a data network. The data networkcomprises a customer interface subsystem for facilitating orderingtransactions of items selected by at least one customer; an OrderManagement Subsystem for managing customer orders, and for managinginventory stock and inventory data; an Order Fulfillment Subsystem forfacilitating fulfillment of customer orders; and a delivery subsystemfor facilitating delivery of customer orders to the customers. Acustomer order is received at the customer interface subsystem. Thecustomer order includes information relating to at least one ordereditem, and includes information relating to a specified delivery windowtime. Information relating to the customer order is sent to the OrderFulfillment Subsystem after a pre-determined cut-off time has passed. Atleast a portion of the customer order is fulfilled at the OrderFulfillment Subsystem. The fulfilling of an order includes verifyingeach inventory item which has been successfully fulfilled and processedfor shipment to the customer. The delivery subsystem is then used todeliver the fulfilled order items to the customer. At the time of thedelivery of the fulfilled order to the customer, a record is generatedof each item being received by the customer. After the order has beendelivered to the customer, the customer is then billed for the order. Anadditional aspect of this embodiment provides that the customer is ableto modify the customer order at the time of delivery of the order to thecustomer. In a specific embodiment, the modification of a customer orderwhich is initiated during delivery of the order to the customer may beprocessed by the delivery courier using a mobile field device which hasbeen configured or designed to process and store customer order data.Additionally, using the mobile field device, the delivery courier mayprocess, at the time of delivery, other customer service requests suchas, for example, customer returns, credits, or other adjustments.

An alternate embodiment of the present invention is directed to anintegrated architecture system for effecting electronic commerce via adata network. The system comprises a customer interface subsystem forpresenting representations of selected products to customers via thedata network. The customer interface subsystem is also configured toenable customers to generate orders for any of the selected products viathe data network. The system further comprises an inventory subsystem incommunication with the customer interface subsystem. The inventorysubsystem may be configured to maintain and control inventory datarelated to products presented to the customers. The system may furthercomprise an order fulfillment subsystem in communication with theinventory subsystem, which is configured to process customer orders viathe data network. The system may further comprise a transportationsubsystem in communication with the customer interface subsystem andorder fulfillment subsystem. The transportation subsystem may beconfigured to schedule deliveries and manage transportation resourcesrelated to the fulfillment and delivery of customer orders. Each of thesubsystems of the integrated system architecture may effect its variousfunctions via the data network by interacting with at least one other ofthe subsystems.

Another embodiment of the present invention is directed to an integratedsystem for effecting electronic commerce via a data network. The systemcomprises a first business unit for servicing a first plurality ofcustomers associated with in a first geographic area; a second businessunit for servicing a second plurality of customers associated with asecond geographic area; and a central management unit for managinginformation content presented by each of the business units to itsrespective customers. Further, each of the business units may comprisean inventory subsystem, a customer interface subsystem, an orderfulfillment subsystem, and a delivery subsystem. According to a specificembodiment, the integrated system may be configured to route aparticular customer to an appropriate business unit based upon thegeographic location associated with that particular customer.

Additional features and advantages of the various aspects of the presentinvention will become apparent from the following description of itspreferred embodiments, which description should be taken in conjunctionwith the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows a schematic block diagram of an integrated systemarchitecture 100 in accordance with a specific embodiment of the presentinvention.

FIG. 2 shows a schematic block diagram of an integrated systemarchitecture 200 in accordance with an alternate embodiment of thepresent invention.

FIG. 2A shows a schematic block diagram illustrating variousinteractions which take place between at least a portion of the elementsshown in the system of FIG. 2.

FIG. 3 shows a schematic block diagram of an integrated systemarchitecture in accordance with a different embodiment of the presentinvention.

FIG. 4 shows a state diagram in accordance with a specific embodiment ofthe present invention, illustrating a high-level through of subsysteminteractions relating to inventory inflow.

FIG. 5 shows a state diagram in accordance with a specific embodiment ofthe present invention, illustrating a high-level walkthrough ofsubsystem interactions relating to inventory outflow.

FIGS. 6, 7A, and 7B show flow diagrams illustrating how various systems,subsystems, and components of the present invention interact duringnormal business operations in accordance with a specific embodiment ofthe present invention for effecting electronic commerce via a datanetwork.

FIG. 8 shows a schematic block diagram illustrating various types ofdata which flow through the Order Management Subsystem (OMS) inaccordance with a specific embodiment of the present invention.

FIG. 9 illustrates various SKU and catalog flows in accordance with aspecific embodiment of the present invention.

FIG. 10 shows a schematic block diagram of a database reporting andanalysis environment in accordance with a specific embodiment of thepresent invention.

FIG. 11 shows a block diagram illustrating a relationship betweencatalogs, item lists, and store items according to a specificimplementation of the present invention.

FIG. 12 shows a block diagram illustrating the relationship betweenshipping addresses which fall within mapped area regions, in-area arearegions, and deliverable area regions, in accordance with a specificembodiment of the present invention.

FIG. 13 shows a block diagram of a distribution center operation inaccordance with a specific embodiment of the present invention.

FIG. 14 shows a flow diagram of an OFS outbound procedure in accordancewith a specific embodiment of the present invention.

FIG. 15 shows a specific embodiment of an OFS inbound procedure inaccordance with a specific embodiment of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

According to specific embodiments of the present invention, a techniqueis described for effecting electronic commerce via a data network. Morespecifically, the technique of the present invention utilizes anintegrated system architecture for effecting electronic commerce via thedata network. The data network may be comprised of a plurality ofseparate networks including wide area networks (WANs), local areanetworks (LANs), the Internet, etc.

The integrated system architecture of the present invention may be usedto implement a variety of electronic commerce techniques. For example,according to a specific embodiment, the integrated system architectureof the present invention may be used to implement an on-line store whichmay be accessed by customers via the Internet or World Wide Web. Usingthe technique of the present invention, the on-line store may beconfigured to facilitate customer transactions, including, for example,providing customers with catalog information relating to items which areavailable for purchase; enabling customers to schedule a deliverydestination, date, and time for delivery of an order; receiving andmanaging customer orders; facilitating fulfillment of the customerorders; facilitating delivery of the customer orders; etc. The on-linestore may include a plurality of systems, subsystems and/or componentsfor interfacing with customers via the data network.

Customer orders received at the on-line store may be forwarded to aphysical distribution center, where the orders are fulfilled andprocessed for shipment to the customers. Once an order has beenprocessed for shipment to a customer, a delivery system may be used fordelivering the order to the customer at the specified delivery date andtime. According to a specific embodiment of the present invention, theintegrated system architecture also includes system elements formanaging the fulfillment and delivery aspects associated with electroniccommerce transactions.

FIG. 1 shows a schematic block diagram illustrating various systems,subsystems and/or components of the integrated system architecture 100in accordance with a specific embodiment of the present invention. Asshown in FIG. 1, system 100 includes a plurality of subsystems and othercomponents for effecting electronic commerce over a data network. Abrief description of at least a portion of the plurality of subsystemsof system 100 is presented below. For example, system 100 of FIG. 1 mayinclude:

(1) a Publishing (PUB) Subsystem 140 which manages SKU and cataloginformation (e.g. SKUs, UPCs, products, categories, descriptiveattributes, etc.), and provides an interface to merchants 133;

(2) a Webstore Subsystem (WS) 132 which manages the on-line storeinterface with customers, including customer shopping and orderingtransactions;

(3) a Transportation Subsystem (XPS) 124 which manages delivery windowscheduling, delivery vehicle routing, capacity planning, and mobilefield device (MFD) data used by delivery couriers;

(4) an Order Management Subsystem (OMS) 150 which manages pricing data,item availability data, inventory data, vendor data, finance,procurement, etc;

(5) a Corporate Support Subsystem (CSS) 146 which manages financial andhuman resource information, and communicates with other subsystems forauthenticating users and assigning roles;

(6) an Order Fulfillment Subsystem (OFS) 160 which facilitates thefulfillment of customer orders and manages the distribution center (170)operations;

(7) a Customer Relationship Management (CRM) Subsystem 126 for enablingcustomer service representatives (CSRs) 143 to service customer requestsand track customer interaction;

(8) a Food Production Management Subsystem (MFG) 154 which managesinformation and purchasing requirements relating to recipes,sub-recipes, ingredients, menus, food safety procedures, equipmentusage, etc.;

(9) a Data Warehouse Subsystem (DWS) 180 for storing and analyzing datareported from other subsystems of the integrated system; and

(10) an Electronic Data Interchange (EDI) Subsystem 182 which providesan interface to vendors 185, and manages vendor purchase order andinvoice data.

Alternate embodiments of the integrated system of the present inventionmay also include:

(11) an Automated Call Distribution (ACD) Subsystem which manages androutes customer calls as they are received at a customer service callcenter;

(12) a Network System Management (NSM) Subsystem which monitors anddiagnoses all networks and subsystems in the system 100;

(13) a System and Network Infrastructure (SND Subsystem which mayinclude hardware and/or software for optimizing network performance,scalability, and reliability;

(14) a Corporate Networks and Systems (CNS) Subsystem which representsthe underlying network foundation upon which corporate systems run; and

(15) a Content Management Subsystem (CMS) for managing the catalogcontent of a plurality of on-line stores which utilize the integratedsystem of the present invention.

As shown in FIG. 1, system 100 may include at least a portion of theabove-described subsystems. Additionally, each subsystem may alsocomprise at least one server and/or other components. Further, eachsubsystem may be configured to utilize a dedicated or shared databaseserver as its persistent and transactional data backbone. Users orcustomers may access data stored on one of the subsystem's databaseservers (e.g. Webstore database), which then executes appropriatebusiness logic and/or business objects.

Each subsystem may be configured or designed to communicate with eachother via a plurality of interfaces. According to a specific embodiment,the plurality of interfaces includes both synchronous and asynchronousinterfaces. Many of the various system interfaces are configured to beasynchronous, wherein data is typically transferred in batch mode viastaging (e.g. database) tables or flat files (e.g., separated valuefiles). However, at least a portion of the system interfaces areconfigured as synchronous interfaces. Generally, a synchronous interfacemay be used where an immediate response from a server or component isrequired. Synchronous interfaces in the system 100 of FIG. 1 may existbetween WS 130 and XPS 124, XPS 124 and Route Planner 118, WS 130 andTax Server 114, and MFD server 112 and Tax Server 114.

Conceptually, the system 100 of FIG. 1 may be grouped into two generalsubsystems, namely a Front Office system and a Back Office system. TheFront Office system is generally responsible for functions related tocustomer transactions such as, for example, customer orders, billingtransactions, delivery scheduling, customer service, etc. In theembodiment of FIG. 1, for example, the Front Office system 130 comprisesthe Webstore Subsystem 132, Transportation Subsystem 124, and CustomerRelationship Management Subsystem 126. The Front Office system 130 mayalso include other subsystems or components such as, for example, mobilefield device (MFD) components 112, a tax component 114, a credit ordebit card billing component 116, a delivery route planning component118, a search engine 120, a catalog component 122, a Help Desk component144, etc. The above-described subsystems and components of Front Office130 are described in greater detail below.

Additionally, the Front Office system 130 may include a centralizeddatabase 131 which may be accessed by subsystems and/or components ofsystem 100. Alternatively, one or more of the Front Office systemsand/or components may each comprise a respective database which isaccessible by other subsystems and/or components of system 100.

The Back Office system generally includes all subsystems and/orcomponents which are not part of the Front Office system. Thus, as shownin FIG. 1, for example, the Back Office system includes the PUB 140, MFG154, OMS 150, EDI 182, CSS 146, DWS 180, and OFS 160 subsystems.However, the invention is not limited to the particular embodiment shownin FIG. 1, and it will be appreciated that the specific configuration ofsystem 100 may be modified by one having ordinary skill in the art tosuit specific applications.

Subsystem Functionality

This section provides a more detailed description of the varioussubsystems and components which form the integrated system architectureof the present invention, as shown, for example, in FIG. 1 of thedrawings.

Publishing Subsystem (PUB)

Referring to FIG. 1, the Publishing Subsystem 140 maintains and managesinformation data about the retail objects (e.g. SKUs, products,categories, etc.) which may be available for customer purchase.

Each different item of inventory is associated with a respective stockkeeping unit or SKU, regardless of whether the item is available forcustomer purchase. A product is a grouping of SKUs. The productinformation is the higher level information that is pertinent to allSKUs in the grouping. A category is a hierarchical classification basedon how customers would expect products to be logically grouped. Forexample, the category “potato chips” may include the products “Brand X”potato chips and “Brand Y” potato chips. Further, the Brand X potatochip products may include a 16-ounce Brand X potato chips item(associated with a first SKU) and a 20-ounce Brand X potato chips item(associated with a second SKU).

The PUB Subsystem 140 may maintain and manage a master catalog of allSKU information, including production and supply only SKUs.Additionally, PUB Subsystem 140 may also generate and manage differentcatalogs for different on-line stores. Each store catalog may include aselected subset of SKUs from the master catalog.

As shown in FIG. 1, the Publishing Subsystem includes a database 141.According to a specific embodiment, the PUB database may be implementedusing an Oracle database running on a database server. The database isused as a repository of all publishing data as well as the repository ofcode that implements predefined business rules.

The data stored within the PUB database 141 may be grouped into aplurality of different schemas, including, for example, a data entryschema where all changes are initially stored; an integration schema inwhich changes from at least one user are integrated; a master schemawhich stores a master copy of all retail objects; a catalog schema whichmay be configured as an outbound staging area used by the othersubsystem interfaces; a publication utility schema which includes storedprocedures and views which may be implemented by the predefined businessrules; a publication API schema for allowing both internal and externalclients to connect to the PUB database; etc.

Merchants and content managers may enter and maintain SKU informationstored in the PUB database using the PUB Web GUI interface 134 and PUBBulk Loader interface 136. The SKU information may include SKU attributevalues such as, for example, UPCs, vendors, categories, categoryhierarchy, images, articles, descriptive information, etc. The PUB WebGUI interface 134 allows merchants to edit SKU information, products,and/or categories. The PUB Bulk Loader 136 supports the processing ofdata files from outside the PUB Subsystem into the PUB database 141.According to a specific embodiment, the PUB Bulk Loader is configured toallow merchants to upload a variety of data file types into the PUBdatabase including flat data files, and image files. The Bulk Loaderprocesses the flat file information to create appropriate databaserecords for the PUB catalog.

FIG. 9 illustrates SKU and catalog data flow between various subsystemsof a specific embodiment of the present invention. As describedpreviously, merchants and/or content managers may enter and maintain SKUinformation in the PUB Subsystem using either the PUB Web GUI 134 or PUBBulk Loader 136. The processed SKU information is then forwarded to thePUB Subsystem and stored in the PUB database 141.

According to a specific embodiment, a PUB Subsystem exports SKUinformation that is relevant for selling using a catalog export file.This catalog export file may be first validated by a Prep System 135.The Prep System may be configured to be a separate but identicalinstance of Webstore 132, which includes an associated database. Inaddition to validating the catalog export file, the Prep System 135 mayalso serve as a final integration checkpoint for all non-SKU contentthat is generated by marketing. Once the catalog export file has beenvalidated by the Prep System, the Webstore Subsystem 132 is free toimport the catalog export file into its database 131. This may be doneon a periodic basis, such as, for example, on a daily basis during aregularly scheduled downtime.

The SKUs which are included in the catalog export file are ones whichthe Webstore may display and offer for sale to customers. According toan alternate embodiment, the PUB Subsystem may generate a plurality ofcatalog export files, including, for example, a master catalog exportfile comprising all known SKU information, and separate store catalogexport files (e.g., grocery store, convenience store, specialty store,etc.), each of which including only a portion of the SKU informationincluded in the master catalog.

According to a specific embodiment, the PUB Subsystem ensures that anyexported data is consistent and follows certain conventions such as, forexample, ensuring that no empty leaf categories are exported. In thisembodiment, the Webstore Subsystem does not need to perform run-timechecks on the exported data, and is therefore free to speed up thedisplay of the SKUs, products and categories to the customer.

Periodically (e.g., minutes, hours, days) the OMS polls the PUB databasefor new and updated SKU information, and stores the retrieved data intothe OMS database 151. According to a specific embodiment, OMS maintainsavailable-to-promise (ATP), price, and inventory (e.g., replenishmentand purchasing) information for each SKU. OMS may also capture and/ormanage sales and shipment data relating to each SKU. Periodically, OMSpasses new and updated SKU information it acquires from the PUBSubsystem to the OFS. The SKU information may be used by OFS, forexample, to maintain physical inventory and fulfill orders.

Front Office Architectural Layers

As shown in FIG. 1, the Front Office 130 comprises a plurality ofseparate subsystems such as, for example, Webstore Subsystem (WS) 132,Transportation Subsystem (XPS) 124, and Customer Relationship Management(CRM) Subsystem 126. Each subsystem may be implemented via a combinationof hardware and/or software, and further may include a plurality ofdifferent functional components, modules, and/or plug-in applications.

At least a portion of the software residing at the Front Office systemmay include a presentation layer, an application layer, a businessobject layer, a database access layer, or any combination thereof.According to a specific embodiment, the presentation layer handles theactual presentation of information to users via an appropriate medium.The application layer, which may be stateless, handles the appropriateapplication logic for the various subsystems of the Front Office. Forexample, in the Webstore Subsystem 132, it is the application layer(referred to as the shopping engine) which determines that a customercannot check out an order unless the customer has selected a deliverywindow, or provided billing information. The business object layer,which may be stateful, provides objects with a fixed set offunctionality (e.g. methods or procedures) that may be manipulated bythe application layer. The business object layer may also implementwrite through caching of data. According to a specific embodiment, thebusiness objects do not know about each other, and the application layerhandles the coordination between the various business objects. Thedatabase access layer provides connectivity and data access APIs to theFront Office database 131 (also referred to as the Webstore database).According to a specific embodiment, the database access layer performspooling and caching of connection objects, where appropriate.

It is also important for a common database schema to be adopted by eachof the Front Office systems. According to a specific embodiment, thedatabase 131 is implemented as a shared database which may be accessedby each of the Front Office systems.

Webstore Subsystem (WS)

The Webstore Subsystem (WS) 132 provides an interface for enablingcustomers to access the on-line store (e.g. Webstore). In a specificembodiment where the Webstore is implemented as a website on the WorldWide Web, customers may access the Webstore via the Internet or WorldWide Web using any one of a plurality of conventional browsers. TheWebstore user interface may be designed to provide a rich set offunctions without requiring any special browser plug-ins. Thus,according to a specific embodiment, customers may access the Webstoreusing any client machine, regardless of the machine's operating systemplatform. Additionally, for security purposes, the Webstore interfacealso supports data encryption for exchange of any sensitive or privateinformation between the customers and the website. According to aspecific embodiment, the secure Webstore interface is implemented usinga secure http protocol (HTTPS), commonly known to those of ordinaryskill in the art.

In accordance with a specific embodiment, the Webstore Subsystem 132supports a number of customer related features such as, for example,self registration; accessing of customer account information; browsingof product categories and category hierarchy; viewing of product imagesand product information; keyword searches; delivery scheduling;accessing of customer order history; customizable shopping lists;on-line shopping and ordering; etc.

The Webstore Subsystem (referred to as the Webstore) may be implementedusing at least one server which is connected to the data network.According to a specific embodiment, the Webstore is implemented using aplurality of web servers (e.g. web server farm) which helps to minimizeserver response time and provide real-time failover and redundancycapabilities. Further, according to a specific embodiment, in order tokeep the web server response time to a minimum, the Webstore may beconfigured such that all processing is performed on a single server,within one process. Where a plurality of Webstore servers are used,redundant processing may be performed by at least a portion of theservers so that a single Webstore server may handle all Webstoreprocessing tasks associated with a particular on-line customer. It willbe appreciated that the Webstore server boundaries may be crossed whereappropriate, such as, for example, when accessing the Front Officedatabase via the data network.

According to a specific implementation, the presentation layer of the WSsoftware is implemented in Microsoft Active Server Pages (ASPs) whichgenerates HTML data that is sent back to the customer browser. Theapplication software layer or shopping engine layer may be implementedas Microsoft Component Object Model (COM) objects. The business objectlayer of the software may provide the following business objects: (1) acustomer object which implements customer functionality and attributes;(2) a catalog object which implements the product category hierarchy,SKUs, price, and available-to-promise (ATP) information; (3) an orderobject which implements the shopping cart, order management, billing,and check-out procedures; (4) a session object which implements stateover HTTP; and (5) a delivery object which implements customer deliveryscheduling. Further, the WS is preferably configured or designed tominimize customer response time and to provide for scalability. In analternate embodiment, the presentation layer could be implemented usingJava and or Perl, and the application software layer may be implementedusing NSAPI or Apache modules.

Additionally, as shown in FIG. 1, the Front Office system may include anumber of integrated components which provide additional functionality.For example, the WS may include a plurality of components which provideadditional functionality such as, for example, computation of taxes,search capability, credit card billing, etc. Thus, as shown in FIG. 1,for example, the WS 132 includes at least one catalog component 122; atax computation component 114 for computing taxes for each order lineitem that is sold; a search component 120 for processing text searchrequests; and a credit (or debit) card server (CC) component 116 forhandling credit and/or debit card authorizations and funds captures.According to at least one embodiment, one or more of these componentsmay be implemented as an asynchronous process in order to reduce orminimize impact on the Webstore server's response time and availability.

Transportation Subsystem (XPS)

The Transportation Subsystem (XPS) 124 generally handles delivery windowscheduling, delivery vehicle routing, capacity planning, and mobilefield device programming used by delivery couriers. Accordingly, theTransportation Subsystem may be configured to provide the followingfunctional features: (1) delivery scheduling, and delivery windowreservation; (2) deliveries to customer site with appropriate billingactions and processing, including processing of adjustments, credits,and returns; and (3) adjusting delivery operation parameters such as,for example, truck route plans, delivery vehicle usage, serviceduration, parking time, delivery courier scheduling, data to bedownloaded into MFDs, etc.

As shown in FIG. 1, for example, the Transportation Subsystem 124 maycomprise a plurality of components and/or other subsystems including,Route Planner 118, MFD server 112, mobile field devices 106,transportation resource management (TRM) software 108, and couriers 110.In alternate embodiments, at least a portion of these components suchas, for example, the MFD server 112, may be implemented as a separatesubsystem and may reside external to the Transportation Subsystem.

Route Planner 118 provides an interface to access the transportationresource management (TRM) software 108. According to a specificembodiment, the TRM component may be implemented using a Scheduling andOptimization Component (SOC) software package such as that manufacturedby Descartes Systems Group. of Onterio, Canada. According to a specificembodiment, the TRM component may keep track of the current state of alldelivery windows which may be organized according to a per-zone basis.Delivery vehicles may be assigned to zones as part of the deliveryplanning. The Route Planner 118, working in conjunction with TRM 108,allocates specific routes and stops to specific delivery vehicles.Preferably, a stop will be scheduled for a particular customer withinthat customer's selected delivery time window.

One function of the Transportation Subsystem is to generate a list ofavailable delivery windows (for presentation to the customer) based upontransportation capacity data such as, for example, the number ofcouriers available, the number of delivery vehicles available, thenumber of orders for a particular day, truck routes, etc.

In at least one embodiment, the Transportation Subsystem 124 alsoincludes a zone window creator component which creates delivery windowtime schedules for each day, and creates window templates for use by theWebstore Subsystem. The Transportation Subsystem may also include aDelivery Window Estimator component which determines which deliverywindow times are reserved and which delivery window times are availablefor reservation by a customer. Using the data generated from theDelivery Window Estimator, the Webstore may then display the reservedand available delivery windows to the customer.

According to an alternate embodiment, a delivery business object in theWebstore Subsystem estimates and caches information about availabilityof delivery windows on a per-zone, per-subzone, and per-customer basis.When a customer requests to view available delivery windows, thedelivery business object uses the customer delivery address data and thecurrent set of van routes and stops for that zone to estimate andpresent to the customer available delivery window time slots. Accordingto a specific embodiment, the available delivery window information ispresented to the customer using a delivery window grid.

When a customer selects a delivery window, the delivery window businessobject submits the request to the Transportation Subsystem's RoutePlanner 118. The Route Planner then performs a verification check toverify that the selected delivery window can be promised to thecustomer. According to a specific embodiment, the delivery businessobject continually adjusts its view of the delivery world in order toachieve a less than 1% of estimation failures.

According to a specific embodiment, the Transportation Subsystem mayinclude a plurality of Route Planners which are each configured to runconcurrently. Each Route Planner may be able to allocate or scheduledeliveries for a set of zones. According to one embodiment, no zone maybe serviced by more than one Route Planner. In the event that a RoutePlanner fails, (e.g. due to hardware failures), the TransportationSubsystem may be designed or configured to cause a different RoutePlanner to take over the delivery scheduling for the set of zoneshandled by the failed Route Planner. In one embodiment the failoveroperation may be performed manually, while in another embodiment thefailover operation may be performed automatically in response to thefailure detection.

Dispatch Subsystem

According to at least one embodiment, the Transportation Subsystem mayinclude a Dispatch Subsystem (not shown in FIG. 1) for allowingreal-time access to the state and/or status of delivery couriers anddelivery vehicle resources. Using the Dispatch Subsystem, dispatchersmay communicate with delivery couriers that are en-route, and may alsouse the Dispatch Subsystem to provide real-time re-scheduling ofdelivery routes. According to a specific embodiment, the DispatchSubsystem may be implemented using the TRM component.

Mobile Field Device (MFD) Subsystem

Although the MFD server 112 may conceptually be grouped with theTransportation Subsystem, in a specific embodiment, the MFD servercomponent 112 may configured to include at least one back-end serverwhich resides in a particular area data center. Thus, different areasmay be serviced by different MFD servers. Moreover, each zone in aparticular area may serviced from a station which may be connected tothe area data center via the data network. Each mobile field device(MFD) unit or client 106 may communicate with an area MFD server 112 viathe data network, and download and/or upload various types ofinformation, including, for example, customer order history information,delivery information (e.g. vehicle delivery routes, stops, etc.),customer returns information, credits, adjustments, etc.

According to a specific implementation, each delivery courier carries anMFD device while making his or her delivery run to the customer sites.Each MFD device may be configured to communicate via a wirelesscommunication system with an MFD server. For example, the MFD device mayinclude a radio transponder which communicates with a radio transceiverfor communicating with an MFD server. In this embodiment, it is possiblefor the MFD device to immediately transmit to the MFD server any desireddata which the MFD device captures and/or generates while in the field.For example, the MFD device may transmit the arrival and departure timesof the delivery courier at specific customer stops in real-time. Usingthis information, a dispatch operator is able to automatically track thestatus of selected delivery couriers in the field. Further, according toa specific embodiment, when the communication link between the MFDdevice and the MFD server is broken, the MFD device is able to store allprocessed data which it collects and/or generates in the field andsubsequently transmit, via a batched process, the stored data to the MFDserver when the communication link to the MFD server is re-established.Further, it will be appreciated that the MFD device may be configured tofully perform all functions and operations at times when the MFD deviceis unable to communicate with the MFD server.

During delivery, the MFD device 106 may be configured to provide thedelivery operator or courier with delivery route information, includingdelivery routes and stops. Additionally, the MFD device may also beconfigured to verify delivered items upon delivery. Further, using theMFD, the delivery courier is able to immediately process a variety ofcustomer service requests at the customer site (e.g. at the time ofdelivery to the customer), such as, for example, order modifications,customer returns, billing adjustments, inventory adjustments, credits,etc. According to a specific embodiment, the MFD device is able toprocess these various customer service requests using data stored withinthe device, which has been downloaded into the MFD unit prior to thedelivery. Thus, according to this embodiment, the MFD device does notcommunicate with the MFD server while processing the customer servicerequests at the delivery sight. Alternatively, however, the MFD devicemay be configured to communicate with the area MFD server duringprocessing of the customer service request using any one of a number ofstandard mobile communication techniques such as, for example, RF datasystems, cellular data systems, etc. In this latter embodiment, the MFDdevice may be configured to allow processing of customer servicerequests, even at times when the MFD device is temporarily unable tocommunicate with the MFD server.

After the MFD has processed all appropriate transactions at the customerdelivery site (including verification of current ordered items receivedby the customer), the MFD may also be configured or designed to providethe customer with an adjusted billing receipt (i.e. zero balancereceipt), showing a total amount to be billed which takes into accountany billing adjustments related to any processed returns, credits,adjustments, etc.

After completing deliveries on the delivery route, the courier, uponreturning to the station, may connect the MFD device 106 to the MFDserver 112, and upload all of the processed field transactions into thearea data center, where it is then processed and stored in the FrontOffice database 131. The uploaded MFD data may also include the times atwhich the delivery events occurred.

According to a specific embodiment, the customer is not billed for thedelivered order until after the order has been delivered and the MFDdata relating to the delivery has been received at the Front Officesystem. The customer will then be billed for the adjusted total amountto be billed, indicated on the adjusted billing receipt (which waspresented to the customer at the time of delivery). In this way, thecustomer will know, at the time of delivery, all charges for which thecustomer will be billed.

Customer Relationship Management (CRM) Subsystem

The Customer Relationship Management Subsystem 126 is an interactiveapplication which may be used by customer service representatives (CSRs)143 to manage customer service requests and to track customerinteraction. The functionality provided by the CRM subsystem mayinclude, for example, accessing customer information; issuing creditsfor various customer issues (e.g. complaints, returns, damaged goods,etc.); handling work flow for processing customer issues; etc. The CRMsubsystem provides CSRs (sometimes referred to as customer serviceoperators—CSOs) with the ability to access, view, and edit customerinformation in accordance with customer requests.

The general architecture of the CRM Subsystem is similar to that of theWebstore Subsystem. For example, in a specific embodiment, the CRMsubsystem may use the same application, business object, and databaseaccess layers which is used by the Webstore Subsystem.

In the embodiment shown in FIG. 1, the CRM subsystem comprises a HelpDesk component 144. In a specific implementation, the Help Deskcomponent is implemented using a Remedy software package, manufacturedby Remedy Corp., of Mountain View, Calif. The Help Desk componentmanages any workflow for handling specific customer requests or issues.For example, the Webstore and Transportation Subsystems may generatetrouble tickets for various events such as, for example, failed creditcard authorizations or customer-reported shorts in delivery. The CSRsprocess these trouble tickets via the Help Desk component 144 of the CRMsubsystem. Utilizing the Help Desk component, the CSRs are able toinitiate and track any customer contact relating to the processedtrouble tickets. The CSRs may access the Help Desk component 144 via aHelp Desk GUI 142.

According to a specific embodiment, the Help Desk component includes adatabase 145 for managing customer service requests and/or issues.Alternatively, the Help Desk component may be configured to share theFront Office database 131.

Order Management Subsystem (OMS)

The Order Management Subsystem (OMS) 150 manages a variety of aspectsrelated to the integrated system architecture of the present invention,including, for example, pricing, availability, inventory, vendors,financials, procurement, and data flows between various subsystems.

FIG. 8 shows a block diagram of the different functional elementsprovided by the Order Management Subsystem, as well as the various typesof data which flow between the Order Management Subsystem and the othersubsystems of the present invention. As shown in FIG. 8, the OMSsubsystem includes an Enterprise Resource Planning System 810 forprocessing data received from at least a portion of the othersubsystems. The data processing system 810 includes an order managementcomponent 812, a purchasing component 814, a finance component 816, abilling component 818, and an inventory component 820. The ordermanagement component 812 is responsible for managing customer orders.The purchasing component 814 is responsible for issuing purchase ordersto appropriate vendors. The financial component 816 is responsible formanaging accounting and finance information relating to the entiresystem operation. The billing component 818 is responsible for managingcustomer billing information, including billed transactions. Theinventory component 820 is responsible for maintaining inventoryrecords, determining inventory availability, and replenishment ofinventory stock. The various data (e.g. 130A, 140A, 154A, 160A, 180A,190A) which is received at the OMS and/or transmitted from the OMS tothe other subsystems are described in greater detail with respect toFIGS. 6, 7A, and 7B of the drawings.

As shown in FIG. 1, the OMS subsystem 150 includes graphical userinterface 152, and at least one database 151 for storing various datareceived from at least a portion of the other subsystems. According to aspecific embodiment, the database 151 is configured to include aplurality of schemas, such as, for example, standard packagedapplication schemas and/or customized schemas. According to a specificimplementation, the OMS database is configured as a single Oracledatabase running on a Sun Solaris server.

The Order Management Subsystem is also configured to include appropriatesoftware and/or hardware for managing financial and distributionapplications. According to a specific embodiment, the financial anddistribution software is provided by PeopleSoft Corporation ofPleasanton, California. Additionally, the financial and distributionapplication software may include a plurality of components such as, forexample, a user interface used for inquiry and on-line transactionentry, batch processes used for background processing of data, reports,etc.

The OMS batch processing may be controlled using a process scheduler.The process scheduler is able to manage the number of concurrentprocesses being run and the date/time at which certain processes are torun or be executed. The process scheduler may also enable centralvisibility of all processes currently running. Batch processing andreporting may be accomplished using a variety of different technologiescommonly known to one having ordinary skill in the art.

The Order Management Subsystem may be configured to support bothasynchronous and synchronous interfaces with the other subsystems. In aspecific embodiment, the OMS is configured to support an asynchronousinterface with each of the other subsystems. This configuration providesa number of advantages described in greater detail below. Additionally,each OMS interface is configurable, and may be configured to support therunning of batch processes as often as is desirable.

According to a specific implementation, all PUB-OMS and WS-OMS interfaceprograms are configured to operate at the database schema level. New andupdated data may be posted to a persistent message queue (e.g. stagingtables) within the data source database. From there, the data may beprocessed into the destination database.

Further, according to a specific implementation, the interface betweenPUB and OMS may be configured as a single executable program whichsupports moving data (e.g. SKUs, categories, UPCs, etc.) from PUB toOMS. The interface program requests the staging of new or updated databy calling a stored procedure in the PUB database, and theninserts/updates the data staged in the OMS database using appropriatesoftware which insures data validity.

Implementation of the various interfaces between OMS and the othersubsystems may be accomplished using a variety of different techniquescommonly known to one having ordinary skill in the art. The followingdescription provides an example of at least some of the varioustechniques which may be used for interfacing OMS with the othersubsystems. However, it will be appreciated that the specific interfacesdescribed below may be implemented using other techniques commonly knownto those of ordinary skill in the art.

The interface between the OMS and the Webstore Subsystem may beimplemented, for example, using a plurality of executable programs. Afirst portion of the executable programs may be responsible for movingdata from the Webstore to the OMS. This data may include, for example,new/updated customer data, new/updated order data, order cutoffinformation, order billing information, customer return information,customer credits and fees (e.g. bill adjustment data), etc. A secondportion of the executable programs is responsible for moving data fromthe OMS to the Webstore Subsystem. This data may include, for example,inventory data, availability data, pricing data, and information aboutshipped customer orders.

The interface between OMS and the Order Fulfillment Subsystem (OFS) 160may be implemented, for example, as a flat file interface. Differentfiles may be used for each type of transaction within the system. Forexample, the OFS-OMS interface may support the following transactions:(1) new/updated SKU and UPC data from OMS to OFS; (2) expected receipts(for vendor purchase orders and special customer orders) from OMS toOFS; (3) expected receipt confirmations from OFS to OMS; (4) plannedcustomer shipment data from OMS to OFS; (5) shipment confirmation datafrom OFS to OMS; (6) and inventory synchronization and adjustment datafrom OFS to OMS. According to a specific embodiment, a third partysoftware package such as, for example, Mercator (from TSISoft (ofWilton, Connecticut) may be used to map data from the OMS database toASCII files (e.g. flat files) and visa versa. Outbound data (from OMS)may be selected directly from tables in the OMS database and formattedto the appropriate file format for transfer. Inbound data (to OMS) isprocessed into staging tables within OMS, where it may then be processedinto transaction tables supported by the OMS batch processes.

Food Production Management Subsystem (MFG)

The Food Production Management Subsystem (MFG) manages information andpurchasing requirements relating to recipes, sub-recipes, ingredients,menus, food safety procedures, equipment usage, etc. According to aspecific embodiment, SKU data and costs data may be interfaced from OMSto MFG. MFG then computes the cost and nutritional content of a“manufactured” selling SKU (e.g. a cooked item), and transmits theinformation back to OMS. MFG may also use food production plan andrecipe information to determine ingredient purchasing requirements whichwill then be transmitted to OMS for procurement.

Order Fulfillment Subsystem (OFS)

The Order Fulfillment Subsystem 160 manages all functionality of thedistribution center (DC) 170. In the embodiment of FIG. 1, the OFSincludes appropriate hardware and/or software for managing the DCfacility 170, including, for example, a warehouse management system(e.g. software application), at least one database 161, at least oneinterface 162, and an automated material handling (AMH) controllercomponent 163, which manages the conveyor, carousel, and scannercomponents.

In a specific implementation, the Order Fulfillment Subsystem 160 may beimplemented using a warehouse management system such as, for example,the MOVE warehouse management system provided by Optum, Inc. of CostaMesa, Calif. The warehouse system also provides the interface with theOrder Management Subsystem. In a specific embodiment, this interface isimplemented using a business host interface (BHI). The warehousemanagement subsystem may also provide the interface for allowing the OMSsubsystem to communicate with the OFS database 161.

The warehouse management system communicates instructions (e.g. tasklists) to the automated material handling controller (AMH) 163. The AMHcontroller processes the instructions and manages the conveyor server178 and carousel server 172. The carousel server 172 and the conveyorserver 178 may each include a respective database 171, 175. The carouselserver 172 issues control signals to the carousel client 173, whichdrives the carousel hardware 174 and controls the carousel movement.Similarly, the conveyor server 178 processes instructions from the AMH,and issues control signals to the conveyor client 177, which drives andcontrols the conveyors and scanner hardware 176 used for routinginventory and for managing traffic. Additionally, the conveyor client177 and the carousel client may be configured with an interface formonitoring the status of the conveyor and carousel hardware.

The warehouse management system also communicates with handheldcomputing devices 164 via a wireless interface such as, for example, aradio frequency (RF) interface. The handheld computing devices 164 areused by the distribution center employees to perform and/or confirminventory movement operations. A graphical user interface 162 to may beprovided for interfacing with the Order Fulfillment Subsystem in orderto provide users with the ability to monitor distribution centeroperations and/or manually allocate orders.

According to one embodiment, the OFS may be defined to include thedistribution center 170 and all its related elements, includinghardware, human resources, inventory stock, etc. In an alternateembodiment, as shown in FIG. 1, for example, the distribution center 170may be defined to include the OFS and its components (160, 161, 162,163); carousel and conveyor components 172, 173, 174, 176, 177, 178; andhandheld computing devices 164.

Data Warehouse Subsystem (DWS)

The Data Warehouse Subsystem 180 is the data repository for informationfrom at least a portion of the subsystems which form the integratedsystem of the present invention. The DWS subsystem is configured toanalyze the various subsystem data and generate reports based on theanalyzed data. According to a specific embodiment, the Data WarehouseSubsystem maintains a centralized database. According to an alternateembodiment, the Data Warehouse Subsystem may comprise a plurality ofdatabases and other components, including, for example, an OperationalData Store (ODS) 181, a Data Warehouse (DW) 189, a data analysiscomponent, and a report generating component.

The Data Warehouse Subsystem periodically polls or captures data fromeach of the operational subsystem databases, and stores this informationinto an Operational Data Store (ODS) 181. By collecting data from thevarious subsystems into a single ODS, complex reports and/or queries maybe performed on the ODS data more efficiently, and without impacting theperformance of the operational subsystems.

Each operational subsystem may include a set of interdependent tables,referred to as a Data Source. The tables in a Data Source may residetogether in one database, or may reside in different databases, andfurther may have referential constraints among them. A process referredto as “change capture,” incrementally collects updated and newlyinserted rows from each Data Source and stores them into staging tablesin the ODS. A consistent set of changes for a Data Source may be movedfrom the staging tables into the ODS at periodic intervals (e.g. every24 hours).

According to specific embodiments, the ODS includes all or a portion ofthe data source tables from each of the operational subsystems, exceptfor those that are explicitly excluded by request of a subsystemadministrator. It may also include detailed data collected from allAreas and Subsystems. The ODS data may be used, for example, forreporting on daily and/or weekly activities and for investigatingdetails of operations which have previously occurred.

The Data Warehouse (DW) 189 comprises tables which are derived from theODS. Preferably the DW tables are designed to facilitate reporting andbusiness analysis. According to a specific embodiment, the data in theData Warehouse is aggregated and de-normalized to produce fewer, widertables that present a “high level” description of the business.

The Data Warehouse Subsystem 180 also provides for operational andanalytical report functionality. Reports of detailed data from theprevious day or earlier may query the ODS database. Analytical reportsmay access both the ODS and DW tables. If reports on theminute-to-minute status of operational subsystems are desired, one ormore interfaces may be provided to allow the Data Warehouse Subsystem toquery the operational databases of the desired subsystems.

According to a specific embodiment, the Data Warehouse Subsystemdatabase takes advantages of features such as, for example, a “snapshotlog” and “serializable transactions.” When a snapshot log is created ona given table, the database software creates a side table and a triggerthat fires every time the side table is updated, to store the changed,added, or deleted record into the table. The DWS can then examine theside table and pull only rows that have changed as of a particular time.Serializable transactions ensure transaction-level consistency in therecords. Data may be periodically pulled into the staging area (e.g.,hourly, daily, etc.). Additionally, consistent transactions may beperiodically pulled from the staging area into the ODS database (e.g.,hourly, daily, etc.).

As shown in FIG. 10, the ODS database 181 and the Data Warehousedatabase 189 may be used to provide a plurality of reports including,for example, ad hoc reports 1002, status reports 1004, daily reports1006, yearly reports 1008, summary reports 1010, and other types ofanalytical reports 1012.

Integrated System Architecture Operatures

In order to gain a better understanding of the integrated nature of thesystem architecture of the present invention, it will be helpful toreview the interactions between the various subsystems during normalbusiness operations.

FIGS. 4 and 5 provide high-level data flow diagrams of the varioussubsystem interactions during normal business operations. Morespecifically, FIG. 4 provides a high-level walkthrough of subsysteminteractions relating to inventory inflow (e.g. inventoryreplenishment). FIG. 5 presents a high-level walkthrough of subsysteminteractions relating to inventory outflow (e.g. customer orderfulfillment and delivery).

Referring to FIG. 4, at (1) new or modified item (SKU) information maybe entered by a merchant into the PUB Subsystem 140 via either the PUBWeb GUI (134, FIG. 1) or Bulk Loader interface (136, FIG. 1). The SKUinformation may include descriptive information about the item such as,for example, UPC codes, images, nutritional information, attributes,product name, etc.

At (2 a) the OMS periodically polls the PUB for new or updated SKU data.The new/updated SKU data is stored within the OMS database 151 (FIG. 1).At (2 b) the SKU data is also automatically exported to the database andcatalog components of the Front Office system 130. According to theembodiment of FIG. 4, however, new items which are imported into themaster Webstore catalog are not made available to customers until apurchase order has been issued for the new item. At (2 c) the OMSperiodically sends to the OFS the new/updated SKU data. The new/updatedSKU data is stored in the OFS database 161 (FIG. 1).

At (3) it is assumed that a buyer has approved a purchase order (PO)which has been generated for a new item at the Order ManagementSubsystem 150. Once the PO has been approved, at (4 a) the PO isautomatically sent to the appropriate vendor(s) via the EDI Subsystem182. Additionally, at (4 b) an expected receipt (ER) for the purchaseorder item(s) is automatically issued from OMS 150 to OFS 160. Theexpected receipt informs OFS that specific item quantities (related tothe purchase order) are expected to arrive at the distribution center onor near a particular date.

Additionally, after the purchase order for the new item has beenapproved, at (4 c) the OMS 150 automatically informs the Front Officesystem 130 of the availability and price of the new item. In at leastone embodiment, availability includes specific data about how many unitsof the new item will be available on specific dates. This availabilitydata is referred to as available-to-promise (ATP) data.

Further, in at least one embodiment, price data may be computed or setand approved (e.g., by buyers) in the OMS. According to a specificimplementation, pricing may be computed based upon a cost plus pricingmethod. Accordingly, the price of a particular item (SKU) which isviewed by a customer in a first geographic area may be different thanthe pricing information displayed to a customer in a second geographicarea, depending upon the relative cost involved in storing theparticular item in each geographic area. When new prices are approved,OMS publishes them to the Webstore Subsystem, which then updates thepricing information displayed to the customer.

The pricing for a particular item may be based upon the descriptiveinformation which the merchant provides for that item or SKU.Accordingly, pricing may therefore be determined automatically using apre-determined set of rules which may be different for each geographicarea. For example, when a purchase order for an item occurs, theattributes associated with that item (SKU) are assigned a cost factor ora number specific to the geographic area in which the item is to bedelivered. Pricing for the ordered item may then be automaticallydetermined based upon this cost factor.

Once the Webstore receives the ATP and price data of a new item, at (5)the new item information is automatically made available for customerviewing and purchasing. The item information displayed to the customermay be obtained from the catalog data previously imported into theWebstore catalog from the PUB Subsystem.

At (6) it is assumed that a vendor shipment relating to the new purchaseorder item(s) is received at the distribution center. At (7) thereceived shipment is processed, which includes inventorying and storingeach item of the received shipment. Once the received shipment has beenprocessed, at (8) an expected receipt confirmation is issued from OFS160 to OMS 150. Additionally, OFS provides any inventory adjustments(e.g. shorts) relating to the original purchase order and the receivedshipment. When the OMS receives the expected receipt confirmation data,at (9) the OMS processes the data and updates its inventory records andATP information. Once the OMS inventory records have been updated, at(10 a) the OMS performs any necessary financial transactions relating tothe purchase order, based upon the expected receipt confirmation data.Additionally, at (10 b) revised ATP and inventory data relating to thereceived item(s) are sent from the OMS 150 to the Front Office system130. At (11), the Front Office system (e.g. Webstore) updates its ATPand inventory records for the appropriate item(s) based upon the reviseddata received from the OMS.

At (12), the vendor issues an invoice for the purchase order shipmentvia the EDI subsystem 182. It will be appreciated, however, that thislatter event may occur at any time after the purchase order has beenreceived by the vendor.

The example of FIG. 4 illustrates several unique and advantageousfeatures which may be attributable to the integrated nature of thesystem architecture of the present invention. For example, theasynchronous architecture of the Back Office system enables a merchantto enter descriptive product information into the PUB Subsystem 140 atany time. PUB Subsystem components such as, for example, the Bulk Loader136, automatically classify, categorize, sort and catalog the receivedmerchant data. Once processed, the received merchant data is stored inthe PUB Subsystem. Thus, it will be appreciated that the entirepublication and cataloging process of the integrated system may beautomatically driven by the merchants. This process provides costefficiency by eliminating labor costs which would otherwise be requiredfor PUB system operators to manually maintain and update thepublication/catalog database.

Another distinct advantage of the integrated architecture of the presentinvention is that its integrated nature allows for automatic updating ofinformation within the various subsystems based upon a single eventoccurring in any one of the subsystems. Thus, for example, asillustrated in FIG. 4, a purchase order for a new item (at 3)automatically causes the purchase order to be issued to the appropriatevendors, an expected receipt for the purchase order to be issued to theOrder Fulfillment Subsystem 160, and automatically causes updated ATPand price data to be transmitted to the Front Office system, whereuponthe updated ATP and price information will automatically be displayed tothe customer. Additionally, where the PO relates to a new item ofinventory, the new item information will automatically be made availableto the customer using the descriptive information previously provided bythe merchant. Further, the automatic issuing of an expected receiptresults in the automatic tracking of the status, payment, delivery, andactual received inventory relating to the purchase order. Moreover,according to a specific embodiment, when a new product shipment arrives,the inventory system will already be configured to recognize theproduct's UPC code. Additionally, the product availability (ATP)displayed to the customer will automatically be updated based upon theorder status and expected arrival date of the product, as well as theavailability of the product once it has arrived at the distributioncenter. In this way, the technique of the present inventionsignificantly reduces the amount of manual labor needed for managing andmaintaining all aspects of inventory inflow.

Referring to FIG. 5, a high-level walkthrough of subsystem interactionsrelating to inventory outflow (e.g. customer ordering, fulfillment, anddelivery) is shown. At (1) an order is placed by a customer via theWebstore of the Front Office system 130. According to a specificembodiment, the customer order is placed after the customer performs a“checkout” procedure whereby items from the customer's electronicshopping cart are processed for sale. After the customer completes thecheckout procedure, at (2 a) the Webstore performs tax computation andcredit card authorization for the total value of the order. According toat least one embodiment, the customer is not billed for the order atthis time. Rather, using the customer's credit card or debit cardinformation, an authorization is obtained which verifies the availablecredit limit and validity of the customer's credit or debit account.According to a specific embodiment, tax computation and credit cardauthorization may be performed by the tax and credit card systems 414(FIG. 5) which, in the embodiment of FIG. 1, are components of theWebstore Subsystem 132. Further, according to a specific embodiment,each scheduled order will have an associated credit (or debit) cardauthorization.

After the customer order has been placed, but before a predeterminedcutoff time has passed, the customer may cancel or modify any part ofthe order, including modifying the delivery time window associated withthe order. Customer service representatives (CSRs) are also permitted tomake changes to scheduled orders until cutoff time. Additionally, duringthis time, at (2 b) the OMS periodically polls the Webstore for new orupdated scheduled orders so that the OMS may process any necessarydemand planning. According to a specific implementation, the cutoff timefor a particular customer order is determined based on the deliverywindow of the scheduled order.

In a specific embodiment, order modifications may be implemented bymaking a new Webstore order, which is an action that may create newscheduled orders or change existing scheduled orders. A customer or CSRmay make changes such as, for example, deletion of ordered items,modifying the quantity of one or more ordered items, modifying deliverytimes or delivery destinations, or canceling entire shipments. Ifchanges require any credit card re-authorization, the Front Officesoftware will handle it.

At cutoff time, the Transportation Subsystem of the Front Office addsfinalized route information to the customer order. After the cutofftime, at (3) the OMS polls the Webstore to obtain the final informationrelating to the scheduled order(s). Additionally, the Webstore updatesits ATP data relating to items associated with the scheduled order(s).According to an alternate embodiment, the Webstore may update its ATPdata each time it modifies the contents of a customer's electronicshopping cart. Once the Webstore provides the updated ATP data to theOMS, the OMS updates its ATP data so that it is in synchronization withthe Webstore ATP data. According to a specific embodiment, the only timethat the OMS and WS ATP data are out of synchronization is when newdeliveries are received at the distribution center, and the new ATP datahas not yet been propagated to the Webstore. The OMS calculates its ATPdata based upon customer orders at the Webstore and upon shipmentsreceived at the distribution center.

According to a specific embodiment, before the cutoff time has occurred,the OMS may place the customer order on hold to prevent it from beingpassed to the OFS for fulfillment. After cutoff, when the order is“final” or “frozen,” the OMS will remove the hold on the order so thatthe order will be passed to the OFS 160 for fulfillment, as shown at(4). An order may be considered final or frozen when all of itsinformation (e.g. order information and delivery information) is final.The order data which is transferred to the OFS subsystem 160 may includeboth SKU data and transportation/delivery data (e.g. delivery vehicleroutes, stops, etc.).

At (5) orders received at the OFS subsystem are fulfilled and processedfor shipment to the customers. The ordered items are transported incontainers or totes. Each tote has a unique physical license plate IDwhich includes bar codes that may be read by a scanner. Each tote isassociated with a respective customer order. Each customer order maycomprise one or more totes.

After the order has been fulfilled and processed for shipment, at (6)the OFS transmits post fulfillment status data relating to the customerorder to the OMS. The post fulfillment status data may include, forexample, the number of totes and the physical license plate ID of eachtote associated with the customer order, the ID of each shipping dollyused to transport the totes to and from the delivery trucks, and/or thevehicle ID associated with the shipped order. At (7) the OMS relays theshipment status information to the Webstore of the Front Office system130. The shipment status data may include adjustments for ordered itemswhich were not fulfilled. Upon receiving the shipment status data, theWebstore updates the order status of the shipped order, which may beaccessed by the customer and CSRs.

Once the shipment status information is received at the Front Officesystem 130, at (8) the Front Office system downloads delivery list data,customer order history data, and delivery route data to the mobile fielddevice (MFD) system 412. According to a specific embodiment, theTransportation Subsystem of the Front Office transmits the deliverylist, customer order history, and delivery route data to an MFD server,which then downloads the data into a mobile field device (i.e. MFD orMFD client).

After the proper data has been downloaded into the MFD, the deliverycourier may be dispatched to deliver the order to the customer. At (9)the order is delivered to the customer by the delivery courier. At thistime, the delivery courier may use the mobile field device to processtote returns, item returns, order modifications, order adjustments,credits, tax calculations, etc. According to a specific embodiment, themobile field device (MFD) is configured to process the above-describedcustomer service transactions without communication to the MFD server.After the various customer service requests have been processed by theMFD, the courier may present the customer with a modified billingreceipt which includes an adjusted total amount that takes into accountany processed returns, order modifications, adjustments, credits, and/ornew tax calculations.

Additionally, at the time delivery is made to the customer, the deliverycourier may scan each delivered item using the MFD in order to generatea record of items actually received by the customer. This information isstored in the MFD along with a delivery time stamp.

When the delivery courier returns to the area station, the processeddata stored in the MFD is uploaded to the MFD server. According to aspecific embodiment, the MFD data may also be remotely uploaded into theMFD server via a wireless communication system, while the deliverycourier is in the field. At (10) the delivery transaction data istransferred from the MFD system 412 to the Front Office system 130.According to a specific embodiment, the MFD server transfers thedelivery transaction data to the Transportation Subsystem, which thenupdates the order status information in the Front Office database. At(11) the Front Office system performs final tax calculations based uponthe updated order status information, and initiates a funds captureusing the customer's billing information. It is at this point that thecustomer is actually billed for the order. Moreover, the billed amountwill take into account any returns, order modification, adjustments,and/or credits which were processed by the MFD at the time of delivery.

At (12) the Webstore transmits the final invoice data and returns datato the OMS. The OMS processes the final invoice data and returns data,and updates the customer invoice and billing records accordingly.Additionally, at (13) the OMS notifies the OFS of any returns (by way ofadvance shipment notices—ASNs) so that the OFS may properly process thereturned items once received. At (14) the returned items are receivedand processed by the OFS. After the returned items have been processedand restocked in the distribution center, at (15) the OFS transmitsreturns confirmation data to the OMS. The OMS then updates its inventoryand ATP data based upon the returns confirmation data received from OFS.Additionally, at (16) the OMS forwards the updated ATP data to the FrontOffice system 130, whereupon the Webstore updates its ATP information.

As mentioned previously, the integrated nature of the systemarchitecture of the present invention provides a number of unique andnovel advantages which are not realized by conventional systems such asthose described in the background of this application. For example, oneadvantage of the technique of the present invention relates to theability of a customer to modify an order after it has been placed. Asdescribed in FIG. 5, orders may be modified by the customer at any timebefore the designated cutoff time for that order. Additionally, thecustomer may also modify the order at the time of delivery. Moreover,the system of the present invention provides the ability for customerreturns, credits, and/or adjustments to also be processed at the time ofdelivery. These latter features are made possible, in part, due to theintegration of the delivery courier and mobile field device with theother subsystems of the present invention.

Another advantage of the technique of the present invention relates tothe timing of customer billing. As stated previously, conventionalon-line stores typically bill a customer for an order at the time ofshipment. However, according to the technique of the present invention,the customer is billed after delivery of the order to the customer.Moreover, the integrated nature of the system architecture of thepresent invention enables the total billing amount to be adjusted toreflect any returns, order modifications, credits, and/or adjustmentswhich were processed at the time of delivery or at the time of ascheduled pickup. Further, by providing a modified or “zero balance”receipt to the customer at the time of delivery, the customer receivesimmediate confirmation of all currently pending charges for which thecustomer will be billed. This provides the customer assurances that noadditional or hidden charges will appear on the customer's credit ordebit account.

Further, the integrated architecture of the system of the presentinvention may also provide for real-time failover capabilities. Morespecifically, the asynchronous design of the system architecture allowsthe system to continue operating despite one or more subsystems goingdown. For example, a temporary subsystem failure at the OMS will notaffect the customer shopping and order functions performed by the FrontOffice system 130. Additionally, backed up data may be queued andbatched for processing when the down system comes back on line.

Capacity and ATP Data Calculations

Another advantage of the integrated system architecture of the presentinvention relates to available-to-promise (ATP) information aboutcatalog items presented to the customer, and the reservation andallocation of resource capacity within the various subsystems. Accordingto at least one embodiment of the present invention, the inflow oforders is managed at the time of ordering based upon available capacityof selected subsystems. The ATP information associated with a particularitem may be used to regulate the order inflow for that item.

According to a specific embodiment, the Webstore Subsystem keeps trackof the number of available items, and allows customers to select onlyitems that are guaranteed to be available in a given time slot. Thedisplay may be based upon expected (e.g., scheduled) arrival of SKUsinto the distribution center. If a shipment does not arrive or isdelayed, this information is propagated to the WS, whereupon the WSautomatically updates the availability information relating to the itemsof the delayed shipment. The WS may keep track of the time slots inwhich an item is available, using, for example, “available”, “in stock”,“available until”, and “available on” labels in the store display.

According to an alternate embodiment, ATP values (e.g., quantities ofspecific items which are available to promise) are computed in OMS andpublished to the Webstore. The ATP data may be computed, for example,based on a SKU inventory management method, an ATP method, physicalinventory quantity, and/or quantities scheduled to be received fromvendors.

Further, according to a specific implementation, each item or SKU has anassociated capacity profile relating to an amount of capacity to bereserved in various subsystems to guarantee fulfillment and delivery ofthe item on the specified delivery date and time. The capacity profileof a particular item may include a plurality of individual capacityattributes such as, for example, an inventory type attribute, a picktype attribute, a time attribute, a space attribute, etc. The inventorytype attribute relates to whether an item exists as an “on the shelf”item (referred to as “dwelled” inventory, such as, for example, a bag ofBrand X potato chips) or whether the item must be filled to order (FTO)such as, for example, a particular cut of meat. The pick type attributerelates to the storage conditions associated with the item such as, forexample, room temperature storage (ambient), chilled, or frozen. Thetime attribute relates to estimated amounts of human resource time itwill take to fulfill and deliver the order. The time attribute mayinclude a plurality of sub-categories, including, for example, a pickertime value, and a courier time value. The space attribute relates to thephysical space requirements associated with the item.

According to a specific embodiment of the present invention, theWebstore 132 maintains a resource capacity data cache of currentlyavailable and reserved capacity resources corresponding to selectedsubsystems. When a customer selects a particular item for purchase, theWebstore retrieves the capacity profile for the selected item, and usesthis data to determine whether there is sufficient resource capacity inthe selected subsystems to ensure that the selected item may befulfilled and delivered to the customer by the specified delivery date,location, and time. If there are insufficient capacity resources in anyof the selected subsystems, the Webstore will not show the item asavailable for sale or delivery for the specified delivery time window.

If, however, the Webstore determines that there are sufficient capacityresources in each of the selected subsystems to ensure that the selecteditem may be fulfilled and delivered to the customer by the specifieddelivery time window, the Webstore Subsystem will permit the selecteditem to be added to the customer's electronic shopping cart.Additionally, as the Webstore Subsystem adds the item to the customer'selectronic shopping cart, it also reserves a specific amount of resourcecapacity in each of the selected subsystems by updating the datacontained in the resource capacity data cache. According to thisspecific embodiment, the amount of capacity reserved by the Webstore ineach of the selected subsystems is related to the capacity profileattributes of the selected item. In this way, the Webstore Subsystem maycontinually keep track of available resource capacity in each of theselected subsystems in order to compute ATP data relating to Webstorecatalog items, and further, may use this data to regulate the inflow ofcustomer orders at the time of ordering.

The following example provides an illustration of this concept. In thisexample, it is assumed that a customer wishes to add a container of icecream to the customer's electronic shopping cart. When the customerselects the container ice cream to be added to his or her shopping cart,the Webstore Subsystem may first determine, for example, the selecteditem availability (e.g. available quantity for the specified deliverydate), the storage temperature of the item, whether there are sufficienthuman resources to fulfill the item order by the specified deliverytime, and whether there are sufficient transportation resourcesavailable to deliver the item by the specified delivery time, includingwhether there is sufficient space in the freezer section of the deliveryvehicle to accommodate the ordered item on the specified delivery date.Assuming that each of these resources is available, the Webstore addsthe selected item to the customer's shopping cart. Additionally, uponadding the item to the shopping cart, the Webstore Subsystem reserves asufficient amount of capacity in selected subsystems to ensure that theordered item can be successfully fulfilled and delivered to the customerby the specified delivery date and time.

If a customer subsequently modifies an order (before the cutoff time) ordeletes an item from the customer's shopping cart (before checkout), theWebstore Subsystem automatically frees any reserved capacity for thedeleted or cancelled items so that this capacity may be reserved byother customers. Capacity may also be freed if the customer abandons hisor her shopping session and/or fails to proceed to customer check-out.

According to one embodiment of the present invention, the WebstoreSubsystem is responsible for computing current ATP data and formaintaining reserved and available resource capacity recordscorresponding to selected subsystems. However, according to a differentembodiment, the OMS may perform these functions.

Data Flows

FIGS. 6, 7A and 7B, illustrate specific embodiments of data flowdiagrams of various subsystem and component interactions of the presentinvention during normal business operations.

It will be appreciated that the various data flows illustrated in FIGS.6, 7A, and 7B are not necessarily presented according to a specificchronological order. As explained in greater detail below, data flowfrom one subsystem to a second subsystem may be triggered in response toan occurrence of an event. Other types of data flows in FIGS. 6, 7A and7B may be initiated at pre-determined time intervals.

Referring to FIG. 6, at (A) the OMS 150 polls the PUB Subsystem 140 fornew or updated item data at periodic intervals, which may range fromminutes to days. According to a specific embodiment, the OMS may pollthe PUB Subsystem for new/updated item data about every thirty minutes.The item data may include, for example, new or updated SKU data, UPCdata, vendor data, etc.

At (B) the OMS processes the received item data, and transmits to theOFS SKU information (e.g. UPC and product master data) at periodicintervals such as, for example, every two hours. According to a specificembodiment, the product master data includes a list of all assigned SKUsin the integrated system, as well as UPC and descriptive data associatedwith each SKU.

At (C) a PO is created or generated at the OMS. In response, an expectedreceipt for the PO is transmitted from the OMS to the OFS. At (D) the POmerchandise is received, inventoried, and put away. Once the receivedinventory has been processed by the OFS, the OFS send an expectedreceipt confirmation to the OMS. The OMS uses the expected receiptconfirmation data to update its inventory and ATP data. At (E) ATP andprice data is sent from OMS to the Front Office 130 at periodicintervals. For example, ATP data may be sent every hour, and price datamay be sent every 24 hours. Further, according to a specific embodiment,all data sent from the OMS to the Front Office is stored in the FrontOffice database 131 (FIG. 1), which may be referred to as the Webstoredatabase.

At (F) new or updated customer information is received from the customerat the Webstore Subsystem. In response, this data is forwarded from theWebstore to the OMS. At (G) an order checkout or order update action iscompleted at the Front Office. According to a specific embodiment, whena customer places an order on the on-line store, the Webstore Subsystemcreates a sales order and a scheduled shipment for the customer order.The sales order may include one or more order lines representing theitems, quantities, and prices of ordered items that have been promisedto be delivered to a customer's location at a scheduled delivery window.Further, according to at least one embodiment, the scheduled deliverywindow is captured in the scheduled shipment. Additionally, for eachscheduled shipment, the Transportation Subsystem schedules a vehiclestop on a particular delivery route.

According to a specific embodiment, the OMS periodically polls theWebstore database for new orders, order updates, and ordercancellations. The received data is then processed in the OMS.

At (H) cutoff time occurs. According to a specific embodiment, thecutoff time for a particular customer order is based upon the deliverywindow time associated with that customer order. There may be severalcutoff times during any given time period (e.g. several different cutofftimes each day), wherein each different cutoff time corresponds to aspecific portion of customer orders associated with specific deliverywindow times. For example, customer orders to be delivered between 9:00am and 1:00 pm on a particular day may have a cutoff time of 12:01 amthat same day, while customer orders to be delivered between 1:01 pm and6:00 pm on a particular day may have a cutoff time of 4:01 am that sameday.

At order cutoff, the Front Office performs cutoff processing on ordersthat are ready for cutoff, which is based upon a time value needed forthe order to be fulfilled and shipped out of the distribution center inorder to be delivered on time to the customer's delivery address. In oneembodiment, the Transportation Subsystem cutoff processing optimizes alldelivery vehicle routes that are ready for cutoff. Webstore cutoffprocessing may perform substitutions on order lines for SKUs that areoversold. According to a specific embodiment, orders that have completedWS and XPS cutoff processing are detected by the OMS. In response, theOMS may poll the Webstore database for additional information relatingto the cutoff orders (including fill-to-order or FTO data). The OMS thenperforms its cutoff processing on the cutoff order and FTO data, andgenerates (I) order and FTO download files which may then be transmittedto the OFS subsystem for fulfillment and shipment.

The OFS processes the order download files transmitted from OMS, andstores the cutoff order information in the OFS database (161, FIG. 1).The OFS includes an order allocation component which allocates inventoryto the cutoff orders, cartonizes the order lines (e.g., assigns one ormore totes to each order line), and creates picking tasks. The automatedmaterial handling component of the OFS subsystem reads the pickingtasks, and transmits data to the carousel and conveyor servers (172,178, FIG. 1) to operate the carousels and conveyors, and to instruct thedistribution center personnel on which items to pick and the respectivequantity.

After FTO processing has been completed for a particular order, at (J)FTO confirmation data is sent from OFS to OMS. Moreover, after aspecified number of orders has been fulfilled and processed for shipmentto the customers or station(s), at (K) OFS performs a shipmentconfirmation (ship confirm), which creates a ship confirm upload file tobe sent to the OMS. As stated previously, the ship confirm data mayinclude, for example, inventory data of items (SKUs) which have beenpicked and shipped in each order shipment, tote ID data,transportation/delivery data, etc.

Once the OMS has received and processed the ship confirm data andupdated its inventory data records, at (L) the ship confirm data isforwarded to the Front Office system for processing. According to aspecific embodiment, when all orders for a particular delivery vehicleroute are ship confirmed, the Transportation Subsystem generates the MFDdata for the delivery route, which includes information about shipmentsand stops for the route. In addition, the Transportation Subsystem mayalso generate van route summaries, delivery lists, driving directionsfor the route, etc. At (M) the Front Office system transmits customerorder history data and transportation/delivery data to the MFD subsystem512. According to a specific embodiment, the MFD subsystem includes anMFD server and at least one MFD client (e.g. MFD handheld device). Asdescribed previously, the MFD server loads the customer order historydata and route/delivery data for a particular delivery route into theMFD associated with the delivery courier assigned to that route.Thereafter, the delivery courier may be dispatched to deliver the orderto the customer.

At the time of delivery, the courier may use the MFD client to processcustomer returns, order modifications, credits, and/or adjustments. TheMFD then re-computes the customer billing data to take into account anyreturns, credits, or other adjustments. At (N) the delivery courierreturns to the station, and uploads the revised customer billing dataand returns data from the MFD client into the MFD server. The MFD serverthen forwards the billing data and returns data to the Front Office 130.At (0) the customer is billed using the revised billing data receivedfrom the MFD server. After a customer has been billed for a particularorder, the order is closed. According to a specific embodiment, the OMSperiodically polls the Webstore Subsystem for closed orders and poststhe received data to the OMS finance component. Additionally, at (Q) thereturns data is received at the Front Office system, where it isprocessed and forwarded to the OMS.

It will be appreciated that, in at least one embodiment, returns, fees,and/or credits for customer accounts may be generated and captured inthe Webstore Subsystem both during and after delivery. Examples of feesmay include a delivery fee, a returned tote deposit, a cancellation fee,etc. Examples of credits include a late delivery credit, a tote depositcredit, etc. According to a specific embodiment OMS periodically pollsthe Webstore database for RMAs, fees and credits in order to accuratelyupdate its inventory and finance data.

Additionally, according to a specific embodiment, the Webstore mayautomatically update its ATP data and inventory data based upon thereceived returns data in order to allow the returned items to beimmediately available for customer purchase. However, according to analternate embodiment, the Webstore will not make it available forpurchase until it receives a confirmation that the returned items havebeen received at the distribution center.

At (R) the OMS receives and processes the returns data and issues anexpected returns receipt (RMA) to the OFS. Return merchandiseauthorizations (RMAs) may be created, for example, in response to itemreturns, item shortages, damage to items, etc. At (S) the returneditem(s) are received at the distribution center (DC). After the returneditems have been inspected and processed at the DC (e.g. checked in andput away), an RMA confirmation is sent from the OFS to the OMS. The RMAconfirmation may include, for example, SKU data relating to actual itemsof returned inventory which were restocked in the distribution center.

Periodically, the OFS may detect a change in inventory, such as, forexample, due to expired goods, damaged goods, etc. At (T) the OFSperiodically sends inventory adjustment data to the OMS for processing.This inventory adjustment data will eventually propagate to the WebstoreSubsystem for processing.

At (U) a bill adjustment action is initiated by a CRM at the request ofa customer. The bill adjust data is then sent from the CRM subsystem tothe OMS for processing.

At (V) a return-to-vendor (RTV) action is initiated at the OMS. Inresponse, the planned RTV shipment data is sent from OMS to OFS forprocessing. After the specified merchandise has been shipped to thevendor, at (W), the OFS sends an RTV shipment confirmation to OMS. TheOMS may then update its inventory records based upon the RTV shipmentconfirmation data.

As shown at (X) OFS periodically transmits inventory synchronizationdata to OMS to order to assert that the inventory data in each of thesubsystems is synchronized. For example, the OFS may send inventorysynchronization data to OMS every 24 hours.

As shown at (Y) truck route plan data is periodically sent from theFront Office to the OFS. This may be performed, for example, on a dailybasis, a weekly basis, etc. According to a specific embodiment, thetruck route plan data is manually transmitted from the Front Office tothe OFS. According to an alternate embodiment, the truck route plan datamay be automatically transmitted from the Transportation Subsystem toOFS.

FIGS. 7A and 7B illustrate a detailed data flow diagram of varioussubsystem and component interactions during normal business operationsfor effecting electronic commerce in accordance with a specificembodiment of the present invention.

Referring to FIG. 7A, at (1) catalog data is downloaded from the PUBSubsystem 140 to the Webstore database/Catalog cache 631 at periodicintervals, which may range, for example, from hours to weeks. Accordingto a specific implementation, the catalog data is sent from PUB to theWebstore every 24 hours. Further, according to a specific embodiment,the catalog data which is received from the Publication Subsystem isstored in the Webstore database. In order to minimize the delay inaccessing the catalog data, a separate instance of the catalog is cachedin the working memory of the Webstore Subsystem using the catalog datastored on the Webstore database. There may also be additional instancesof other store catalogs cached in the Webstore memory.

At (3) ATP data and price data is sent from the OMS to the Webstoredatabase, which may range, for example, from hours to weeks. Accordingto a specific implementation, ATP data is sent from the OMS to theWebstore every hour, and price data is sent from the OMS to the Webstoreevery 24 hours.

At (4) the zone window creator component of the Transportation Subsystemcreates new delivery windows at periodic intervals. For example,according to a specific embodiment, the zone window creator is initiatedevery 24 hours to create a new delivery window for one or more days inthe future.

At (6) a customer accesses the Webstore 132 via the Internet. Thecustomer may transmit customer data (e.g., registration data) to theWebstore, which is received at (8). Alternatively, customer data may beretrieved by the Webstore from the client computer which may be stored,for example, in a cookie file. According to a specific embodiment,customers may register themselves and maintain their own accountinformation at the Webstore Subsystem. When the customer data isreceived at the Webstore Subsystem, the WS may retrieve personalizedcustomer preferences from the database in order to present customizedand preferred data to the customer. Periodically, OMS polls the Webstoredatabase for new and/or updated customer information.

At (10) the customer accesses the delivery window scheduling portion ofthe Webstore, which is managed by the Transportation Subsystem. Thecustomer does not necessarily have to reserve a delivery window timeslot before shopping on the Webstore. However, according to oneembodiment, the customer must schedule a delivery window time slotbefore being allowed to proceed to checkout.

Further, according to a specific embodiment, when a customer firstregisters at the Webstore, the customer is asked to provide a deliveryaddress. The address is then converted to a latitude/longitude pair by aGeocoder component of XPS Subsystem, which may consults per-area streetmap for performing this conversion. The latitude/longitude pair is thendetermined to be either in-area or out-of-area by a Zone Resolvercomponent of XPS. If the address is in-area, the Zone Resolver alsodetermines the specific zone and subzone associated with the deliveryaddress. This zone and subzone information may then be stored as part ofthe customer's record, and may be used to determine the specificdelivery route to be used for delivering orders to the customer. Theinitial address is the default address used for all subsequent ordersplaced by the customer. However, the customer may change the deliveryaddress on a per-delivery basis for any delivery, and may also changethe default address for all deliveries at any time.

When a delivery window request is received (12) at the TransportationSubsystem (XPS), it accesses the Webstore database to retrieve deliveryscheduling data and the Delivery Window Estimator component of theTransportation Subsystem generates an estimated list of available andunavailable delivery window slots, which is displayed to the customer at(14). At (16) the customer selects an available delivery window timeslot. The delivery window selection data is sent to the XPS. The XPSprocesses (18) the delivery window selection data, and retrieves thecustomer address data from the Webstore database. The delivery windowdata and customer address data is then forwarded to the Route Plannercomponent (618) of the Transportation Subsystem. The Route Plannerprocesses the delivery window and address data, and either confirms ordenies the delivery window request. According to a specific embodiment,the Route Planner utilizes transportation scheduling and optimizationsoftware.(SOS) to determine whether a particular delivery window requestis to be confirmed or denied.

The Route Planner may consider a plurality of factors when validating aparticular delivery window request. For example, there must besufficient available resource capacity in the Transportation Subsystembefore a particular delivery window request may be confirmed.Additionally, the customer address or shipping address must be mappedwith a pre-determined deliverable area.

For example, according to the specific embodiment of the presentinvention, order deliveries may only be scheduled for addresses whichfall within pre-determined “deliverable” zones. FIG. 12 illustrates therelationship between customer addresses which fall within “mapped” arearegions 1202, “in-area” area regions 1204, and “deliverable” arearegions 1206 in accordance with the specific embodiment of the presentinvention. Generally, a customer address is the representation of aphysical place to which goods may be delivered. A mapped address is anaddress which has a corresponding record in the Transportation Subsystemdatabase. An in-area address is an address which is within thegeographic area serviced by one of the system's distribution centers. Adeliverable address corresponds to an address where shipments areallowed to be delivered by the delivery couriers associated with theTransportation Subsystem. An additional address type corresponds to acommon carrier deliverable address, which is an address to which ordersmay be shipped by common carrier such as, for example, UPS, or the U.S.Postal Service. An address may be both deliverable and common carrierdeliverable.

According to a specific embodiment, a deliverable address is one whichis also in-area. However, there are in-area addresses which are not partof the deliverable address subset. For example, a particular geographicregion may be classified as in-area, but not deliverable.

Assuming that the customer address corresponds to a deliverable address,and that the delivery window request is available, a delivery windowconfirmation is issued (20) from the Route Planner to the TransportationSubsystem, where it is then forwarded (22) to the customer.Additionally, upon confirming the delivery window request, the RoutePlanner forwards to the Webstore database transportation capacity datawhich is to be reserved for the confirmed delivery window request.

At some point when the customer is interacting with the Webstore, thecustomer may chose to initiate a search for specific items or products.At (24), the customer submits search data to the Webstore Subsystem.Upon receiving the search data, the Webstore Subsystem accesses (25) theWebstore database, in order to retrieve the search results. Onceretrieved, at (26) the search results are then displayed to thecustomer.

At (28) the customer submits a request for viewing information relatedto specific items and/or products. When the request is received (29) atthe Webstore Subsystem, the WS access the Webstore database in order toretrieve information about the selected items/products, including priceand availability. The retrieved information is then displayed to thecustomer at (30).

At (32) the customer selects a particular item to be added to thecustomer's electronic shopping cart, or for immediate purchase. When theitem selection data is received (34) at the Webstore Subsystem, theWebstore processes the selected item request. During this processing,the Webstore Subsystem accesses the subsystem resource capacityinformation stored in the Webstore database (or in a working memorycache) to verify that there is sufficient capacity in selectedsubsystems to ensure that the selected item can be fulfilled anddelivered to the customer at the specified delivery window. Once theWebstore Subsystem verifies that the selected item may be added to thecustomer's shopping cart, the WS updates the capacity information in theWebstore database (or capacity data cache) by reserving a sufficientamount of capacity in each of the selected subsystems to ensure that theselected item may be fulfilled and delivered to the customer at thespecified delivery time window. After the Webstore has added theselected item to the customer's electronic shopping cart, the Webstorereports and/or displays (36) this information to the customer.

After the customer has finished shopping at the Webstore, he/she mayinitiate a checkout procedure in order to purchase the selected items ina customer's electronic shopping cart. When the customer checkoutrequest is received at the Webstore Subsystem, the WS forwards (40) theorder information to the tax server 114 (FIG. 1) to compute theappropriate taxes for the order. The tax server 114 computes theappropriate taxes based upon the order information and transmits (42)the computed tax data back to the Webstore. Additionally, at checkout,the WS also retrieves capacity information relating to the order (e.g.,volume information relating to the number of totes which will be neededfor fulfilling the order). Once the tax data and capacity informationhave been received, the WS processes (43) the sales order. The salesorder data is then stored on the Webstore database.

At (44) the funds capturing component (CC, 116) of the WebstoreSubsystem automatically detects the new sales order data at the Webstoredatabase 631, and initiates a credit (or debit) card authorization forthe total amount of the sales order. When the authorization is received,the authorization information is stored at the Webstore database.However, if there is a problem obtaining authorization for thecustomer's credit (or debit) card, the CC component 116 may issue atrouble ticket to the Help Desk 144 for special handling. Assuming thata credit or debit card authorization is obtained for a particular salesorder, the WS forwards the sales order data from the database 631 to theOMS for processing (46).

After the customer has placed a particular order at the Webstore, thecustomer may modify or cancel the order at any time until apredetermined cutoff time associated with that order has passed. When acustomer desires to modify a particular order, for example, he/shesubmits (48) the order modification information to the Webstore. Uponreceiving the order modification data, the WS processes (50) the data,and updates the sales order data stored on the Webstore database. Theprocessing of an order modification information may include, forexample, recalculating tax, capacity, and other information related tothe order. The updated sales order data may also sent to the OMS forprocessing As shown at (52) a customer may also achieve modification orcancellation of an order via the CRM subsystem 126. For example, thecustomer may telephone a customer service representative (CSR) and askthe CSR to modify or cancel a particular order. The CSR may implementthe order modification via the CRM subsystem 126. The CRM processes (54)the order modification data, and updates the sales order data stored onthe Webstore database.

At (56) the order cutoff time occurs. At this point, the customer can nolonger modify the order (until it is delivered). A plurality of eventswhich occur after the cutoff time has passed or elapsed are described inFIG. 7B of the drawings.

The data flow diagram of FIG. 7B may be thought of as continuing fromwhere the data flow of FIG. 7A left off. However, for purposes ofclarification and in order to avoid confusion, several subsystems and/orcomponents from FIG. 7A have been omitted from FIG. 7B in order toprovide a more simplified illustration.

As shown in FIG. 7B, at (56) the order cutoff time occurs. After thecutoff time has occurred for a particular order, the OMS forwards (58)the sales order data relating to the cutoff order to OFS. When OFSreceives the sales order, it processes (i.e., fulfills) the order, andtransfers the processed order to an area delivery station for deliveryto the customer. After the order has been processed and shipped to thedelivery station, at (60) the OFS sends shipment confirmation data toOMS. The OMS then processes (62) the shipment confirmation data receivedfrom OFS at least a portion of the shipment confirmation data to theWebstore Database.

Upon detecting and retrieving the shipment confirmation data from theWebstore database, the Transportation Subsystem generates MFD data,which include, for example, customer order history information, deliveryvehicle routing information, shipment data, etc. At (64), the MFD datais then sent to the MFD subsystem, whereupon it is then downloaded intoappropriate MFDs. According to a specific embodiment, each MFD may beassigned to a different delivery courier. The MFD server uses thedelivery courier association information to determine the particular MFDdata set to be downloaded into each MFD. According to a specificimplementation, the delivery courier is responsible for downloading anduploading data between the MFD and the MFD server.

After the appropriate MFD data has been downloaded into a particularMFD, a download confirmation message may be sent (65) from the MFDsubsystem 512 to the Transportation Subsystem. Upon receiving the MFDdata download confirmation, the MFD device (which includes thedownloaded MFD data) is transferred (66) to the appropriate deliverycourier assigned to that particular delivery route. At (68) the deliverycourier is dispatched after the MFD data has been downloaded to his/herMFD, and the customer shipments to be delivered have arrived from thedistribution center.

At (70) the customer order is delivered to the customer. According to aspecific embodiment, all totes associated with the customer's order areoff-loaded from the delivery vehicle and left at the customer site. Thecustomer may be charged a deposit fee for each tote retained by thecustomer. This transaction may be processed by the MFD (carried by thedelivery courier) by scanning the license plate ID of each totedelivered to the customer. The totes may be picked up, for example, atthe time of the next customer delivery, or at a scheduled pick-up.Further, returned totes may also be processed by the MFD, and a creditissued to the customer.

While the delivery courier is at the customer site, the customer mayinitiate (72) one or more customer service requests (e.g., returns,adjustment, credit, refund, etc.) with the delivery courier. Forexample, the customer may chose to modify the delivered order byreturning unwanted items. The returned items may be immediately receivedby the courier and processed using the MFD. The customer may also returnitems from previous orders. For example, in a specific embodiment, theMFD will include the customer's order history for the past 30 days. Inthis example, the customer will be allowed to return items to thedelivery courier which were purchased within the past 30 days.

The delivery courier may process (74) the customer service request(s)using the MFD, provided that the MFD has been configured or programmedto process the request(s). After processing the customer servicerequest, the MFD re-computes the customer's balance and generates (76) amodified receipt showing the adjusted balance. The modified receipt mayalso include a list of all billed items, item returns, adjustments,credits, etc. The receipt is then presented (78) by the delivery courierto the customer.

Additionally, according to a specific embodiment, the delivery couriermay unpack each tote at the customer site, and use the MFD to scan eachitem delivered to the customer. In this way, any order adjustments(e.g., due to shorts or damaged items) may be immediately processed, andthe customer only billed for actual items received.

At (79) the delivery courier returns to the delivery or cross-dockstation and uploads the data from his/her MFD into the MFD server. TheMFD server then forwards the customer returns data and modified billingdata to the Webstore database via the Transportation Subsystem.Additionally, the modified customer billing data is also detected andretrieved by the funds capture component 116. Using the modified billingdata, the funds capture component initiates (80) a funds capture fromthe customer's financial account. If the funds capture is unsuccessful,a trouble ticket may be issued to the Help Desk 144 for specialhandling. Assuming, however, that the funds capture is successful, thepayment confirmation information is stored on the Webstore database.

According to a specific embodiment, billing adjustments to customeraccounts may also be implemented by the CRM Subsystem. In the exampleshown in 7B, the customer requests (82) a bill adjustment to beinitiated via the CRM. Upon receiving the bill adjustment request, theCRM generates (84) bill adjustment data and passes the bill adjustmentdata to the Webstore to be processed and stored on the Webstoredatabase.

At (85) the OMS periodically polls the Webstore database to retrievecustomer returns data, customer billing data, and customer billingadjustment data. According to a specific embodiment, the OMS may pollthe Webstore database every 2 hours to retrieve the completed orderingdata.

As shown at (86), the CRM may also be used by a customer to schedule adelivery pickup, without having to place a new order. For example, thecustomer may schedule a delivery pickup for a specific time with a CSR.The CSR forwards (88) the pickup data to the CRM, which then forwardsthe pickup data to the Transportation Subsystem for scheduling.

Catalog Organization

FIG. 11 shows a block diagram illustrating the relationships betweencatalogs, store brand catalogs, store catalogs, item lists, and storeitems, in accordance with a specific embodiment of the presentinvention. Each of the catalogs illustrated in FIG. 11 may be generatedby PUB Subsystem 140. Alternatively, at least a portion of the catalogsmay be generated by Webstore Subsystem 132. As illustrated in FIG. 11, amaster catalog 1102 may include all SKU information stored within thePUB Subsystem. A store brand catalog 1104 is a subset of the mastercatalog. A store catalog 1106 is a subset of the associated store brandcatalog.

According to a specific embodiment, each store or store type representedby the system of the present invention may have a particular “look andfeel,” such as, for example, a convenience store, a general departmentstore, a grocery store, a specialty store, etc. A store brand may bethought of as a brand unit which represents a common identity for groupof stores. For example, “Webvan Market” is the store brand for thestores “Webvan Market-Bay Area” and “Webvan Market-Atlanta.”

A store brand may include a plurality of stores. Each store may beassociated with one or more distribution centers. However, according toat least one embodiment, a distribution center may only be associatedwith at most one store per store brand. Thus, for example, no storesbelonging to the same store brand will overlap a given service area.Moreover, a customer may automatically be routed to an appropriate storebased upon the delivery address of the customer.

In a manner similar to the catalog hierarchy, items handled by aregional or area distribution center may be derived from a subset of theSKUs identified in the master catalog. For example, as shown in FIG. 11,an area DC item list 1110 is a subset of its regional DC item list 1108.Store items may be constructed based on a particular store catalog and aparticular DC item list. A store item represents what is displayed to acustomer at a particular on-line store or webstore.

One important aspect of the present invention relates to scalability anddata integration. According to a specific embodiment, all SKUinformation which is used by each subsystem of the present invention isbased upon the SKU data derived from the master catalog of thePublication Subsystem. Thus, for example, all merchandise residing ineach regional DC (worldwide) will have the same SKU association, whichis based upon the master catalog defined by a centralized PUB Subsystem.

Distribution Center

FIG. 13 shows a block diagram of a distribution center (DC) operation inaccordance with a specific embodiment of the present invention. In theembodiment of FIG. 13, DC 1300 is configured to function as an area DCfor customer order fulfillment. However, according to an alternateembodiment, DC 1300 may be configured to function as a regional DC whichservices multiple area DCs. Additionally DC 1300 may also manage commoncarrier shipping of selected orders.

As shown in FIG. 13, the DC 1300 organizes inventory merchandise intodifferent “picking” categories, depending upon the recommended storagetemperature of the item. Thus, for example, an item which is typicallystored at ambient or room temperature will be stocked in the ambientinventory section (1302) of the DC. Refrigerated items are stored in thechilled inventory section (1304) of the DC, and frozen items are storedin the frozen inventory section (1306) of the DC. The DC may alsoinclude at least one food production section 1308 which preparespre-packaged meals and other food products. Additionally, the DC mayalso include one or more fill-to-order (FTO) sections (e.g. 1310A) forprocessing customer specific orders such as, for example, special foodorders, produce orders, meat orders, etc. According to a specificembodiment, each inventory section of the DC (1302, 1304, 1306) mayinclude a respective FTO section (e.g. 1310A, 1310B, 1310C). Further, DC1300 may also include a common carrier packaging and shipping section1312, which may be used, for example, for shipping items to customers(via common carrier) who do not reside in a deliverable area serviced bythe delivery couriers of the present invention.

As described previously with respect to FIG. 1, the distribution centerincludes a system of conveyors, carousels, scanners, and hand-heldcomputing units for automating both the order fulfillment (outbound) andinventory restocking (inbound) processes, which are managed by the OrderFulfillment Subsystem 160.

FIG. 14 shows a flow diagram of an OFS Outbound Procedure 1400 inaccordance with a specific embodiment of the present invention. The OFSOutbound Procedure generally describes the events which may occur duringfulfillment of a customer order. At 1402, the OFS receives a customerorder from the OMS. The OFS then allocates (1404) the order, wherein thephysical warehouse location of each item of the order is determined.Using the order allocation data, the OFS then determines (1406) thenumber of totes needed to adequately fulfill the order, and the optimaltote path for each tote. At 1408 the tote(s) are inducted into the DCcarousel/conveyer system. Each tote automatically traverses (1410) apre-determined, designated tote path. The tote path may be dynamicallyand automatically altered if problems are detected in any portion of theDC operations. While the tote is traversing its designated path, itmakes stops at designated locations within the DC where items relatingto the customer order are stored. A human operator or “picker” placesspecified order items into the tote, and verifies the order itemfulfillment by scanning each item placed into the tote, as well as thetote's license plate ID, with a handheld computing device (e.g., RFgun). After the picker has confirmed placement of the specified itemsinto the designated tote, the tote is then reintroduced to the automatedtote transport system, where it continues to travel along its designatedtote path.

After all items for a particular tote have been picked and confirmed,the tote is routed to a shipping spur where it is consolidated (1412)onto an appropriate dolly, which may include other totes intended for aspecific delivery route. The dolly and totes are then loaded (1414) ontoa truck or other vehicle for shipment to a cross dock (or area delivery)station. At the cross dock station, the totes will be loaded intodelivery vehicles for delivery to the customers. According to analternate embodiment, at lest a portion of the customer totes may beshipped directly from the area DC to the customer, thereby eliminatingthe cross dock station transfer. Once the tote(s) corresponding to aparticular customer order have been shipped to the cross dock station(or directly to the customer), the OMS is notified (1416) of theshipment confirmation. According to a specific embodiment, the shipmentconfirmation data sent to the OMS from the OFS may include, for example,the order ID, an order line number (SKU) for each item shipped (as wellas the quantity), the tote IDs associated with the order, the dolly ID,the delivery vehicle ID, etc.

Like the outbound procedure, items may be received and restocked in thedistribution center using the automated material handling and transportsystem, illustrated, for example, in block 170 of FIG. 1.

FIG. 15 shows a flow diagram of an OFS inbound procedure 1500 inaccordance with the specific embodiment of the present invention. Theinventory restocking process initially begins at the OMS where apurchase order is generated for specific inventory items. At 1502, anexpected receipt relating to the purchase order is received at the OFSfrom the OMS. The expected receipt data may include, for example, thevendor name, an expected receipt ID number, estimated arrival time ofthe shipment, and the SKUs and quantities of the items ordered. Once theexpected shipment is received (1504) at the distribution center, thereceived merchandise is checked (1506) into appropriate trays. A trayrepresents a container which may be used to transport received items ofmerchandise for restocking. Like the tote, each tray includes a unique,scannable license plate ID. When merchandise is checked into a tray,both the merchandise and the tray may be scanned using an RF gun. Thetrays are then automatically routed (1508) to their appropriatelocations using the automated conveyer system. Once a tray arrives atits designated location, the items from that particular tray are stored(1510) and confirmed by the picker (via an RF gun, for example).According to a specific embodiment, for each completed tray of itemsrestocked, an expected receipt confirmation is generated (1512) by theOFS and sent to the OMS. The expected receipt confirmation data mayinclude, for example, the expected receipt ID, the SKU(s) of the itemsrestocked and their respective quantities.

OTHER EMBODIMENTS

FIG. 2 shows a block diagram of an alternate embodiment of theintegrated system 200 of the present invention. The embodiment of FIG. 2is particularly useful for allowing different webstores to presentdifferent information about the same product to different customerswhich reside in different geographic areas. Thus, for example, customersA (202A) may reside in San Francisco, while customers B (202B) mayreside in Atlanta. As used in this section, the term “webstore”represents an on-line store which is implemented via a respectiveWebstore Subsystem.

Using the technique of the present invention as shown in FIG. 2, a firstwebstore (204A) may be customized specifically for customers A (e.g.residing in San Francisco), and a second webstore (204B) may becustomized specifically for customers B (e.g. residing in Atlanta). Thedifferent webstore customizations may include, for example, differentlanguages, different descriptions of the same item (e.g. “soda” vs.“pop”), different catalog items displayed to the customers, differentpricing, etc. Each webstore 204A and 204B may be serviced by one or morerespective servers 206A and 206B. Moreover, as shown in FIG. 2, eachwebstore implementation includes a respective Front Office system andBack Office system, as well as centralized Publication, Data Warehouse,and CSS Subsystems. For example, the Area A webstore 204A is managedprimarily by an Area A business unit 230A, which includes a Front Officesystem 210A, and a Back Office system 220A. Similarly, the Area Bwebstore 204B is managed primarily by an Area B business unit 230B,which includes a respective Front Office system 210B, and a respectiveBack Office system 220B. The individual subsystems (e.g., WS, XPS, CRM,OMS, OFS, DWS, MFG, CSS) of each respective area business unit 230A and230B are functionally similar to their corresponding subsystemcounterparts previously described with reference to FIG. 1 of thedrawings.

A primary difference between the embodiment of FIG. 1 and the embodimentof FIG. 2 is the inclusion of a centralized management system 280 (FIG.2), and a headquarters (HQ) business unit 279. As shown in FIG. 2, forexample, the centralized managed system 280 may comprise a plurality ofstore catalog components 250, which may be used for managing the cataloginformation displayed on each of the webstores 204A, 204B. Additionallythe centralized management system 280 includes a plurality of mastersubsystems 277, which may be used for managing corresponding satellitesubsystems in each of the area business units. For example, CSS 264 maybe configured to receive data from both CSS-A 232A and CSS-B 232B,OMS-HQ 276 may be configured to manage and store data from both OMS-A222A and OMS-B 222B, etc.

The headquarters business unit 279 manages all business unit operations,and includes a plurality of HQ subsystems (e.g. DWS-HQ 272, CSS-HQ 274,OMS-HQ 276) for managing the day-to-day operations of the HQ businessunit. For example, DWS-HQ 272 may be configured to function as arepository of reports that have been run at HQ 279. CSS-HQ 274 managesHQ-related human resource functions, such as, for example associatescheduling for the customer service call center. OMS-HQ 276 primarilymanages finance functions associated with HQ business operations.

One important feature relating to the embodiment of FIG. 2 is thatcatalog information and content relating to each of the area specificwebstores 204A, 204B is managed by the central management system 280,rather than any of the area business units 230A, 230B. This feature isdescribed in greater detail with reference to FIG. 2A.

FIG. 2A shows a block diagram illustrating the interactions between atleast a portion of the subsystems shown in FIG. 2. In the embodiment ofFIG. 2A, a centralized PUB Subsystem 256 manages and controls all SKUand catalog content for each of the area business units 230A, 230B (andalso for each of the area specific webstores). The functionality of PUBSubsystem 256 is similar to that of PUB Subsystem 140 of FIG. 1.

Thus, for example, in a manner similar to that described in FIG. 9, thePUB Subsystem 256 (FIG. 2A) publishes appropriate SKU information toeach of the satellite OMS subsystems 224A, 224B. This data eventuallygets propagated to respective OFS subsystems 224A, 224B. Additionally,the PUB Subsystem 256 publishes its data to each satellite PrepSubsystem 217A, 217B, wherein the data is eventually passed to therespective WS subsystems 212A, 212B.

The PUB Subsystem 256 also publishes its catalog data to the ContentManagement Subsystem (CMS) 252. The function of the CMS 252 is to createand maintain the content pages for each of the webstores 204A and 204B.The catalog content information for each webstore is then exported tothe Store Catalog block 250, which includes a database or other memorystructure for storing the different webstore catalogs. The webstoreservers 206A, 206B access the appropriate store catalog informationstored in the catalog database 250, and display the retrievedinformation to their respective customers 202A and 202B.

Catalog block 250 may include a plurality of store catalogs, including,a master catalog, store brand catalogs, and store catalogs. The mastercatalog includes all SKU information from the Publishing Subsystem 256.A store brand catalog includes a group of SKUs that are available to thestores associated with a given store brand. According to a specificembodiment, each store brand has one store brand catalog. A storecatalog may include a list of all stores' SKUs for a given store.Additionally, it will be appreciated that a SKU may be available to aspecific store catalog, but may not have been selected to be displayedto the customer.

Another feature of the embodiment of FIG. 2A relates to the centralizedcustomer support center. For example, as shown in FIG. 2A, customerservice representatives may be accessed by customers 202A and 202B via acentralized Help Desk subsystem 254. The Help Desk subsystem 254 isconfigured to allow to be accessible to customers from differentgeographic areas. Thus, according to a specific embodiment, there is onecentralized customer service operation serving all customers of a givenarea such as, for example, the United States.

FIG. 3 shows a block diagram of an alternate embodiment of the presentinvention. Many of the components and subsystems of FIG. 3 arefunctionally similar to the respective components and subsystemsdescribed previously with respect to FIGS. 2 and 2A, and therefore willnot be described in greater detail. Additionally, the ordering subsystem312A, 312B is functionally similar to the Webstore Subsystem 132described previously with respect to FIG. 1, with the exception that theordering subsystem is not responsible for managing customer registrationor account information.

However, the embodiment of FIG. 3 includes several features andadvantages not described in the embodiments of FIGS. 1 and 2. Forexample, according to the embodiment of FIG. 3, customers 302 fromdifferent geographic areas may access one or more different webstores304 via the Internet or other data network. The customer registrationand sign-in process for each webstore is handled by a centralizedcustomer data center 351. Additionally, the customer data center 351manages the customer's account and billing information. The catalogpresentation and content for each store is managed in a manner similarto that described in FIG. 2A. The Publication Subsystem 356 publishesits catalog data to the Content Management Subsystem 352. From there thedata is processed, and store catalogs are generated. The generated storecatalogs are stored in the Store Catalog database 350, which may beaccessed by webstore servers 306. The webstore servers use theinformation from each store catalog to display the appropriate contentcorresponding to each webstore.

Additionally, the embodiment of FIG. 3 enables affiliates 384 tointroduce their own on-line storefronts via an Internet API 382.According to one implementation, an affiliate is a third party whichsells merchandise to customers 302 through one of the on-line stores304, which is managed by the system 300 of FIG. 3. The affiliate maycontrol the content of the affiliate store catalog, however, shopping,ordering, fulfillment, and delivery are handled by area business units(e.g. 320A, 320B) Customer shopping and ordering is handled by areabusiness units (e.g., 320A, 320B, etc.). A customer may be routed to theclosest area business unit based upon the customer's delivery address orother information relating to the customer's physical location. Thus,for example, a customer from Atlanta will be routed to the Atlantabusiness unit, whereas a customer from San Francisco will be routed tothe San Francisco business unit for handling shopping, ordering,fulfillment and delivery details. Alternatively customers from differentareas may be routed to a single Front Office system configured to handlecustomer ordering, shopping, and other electronic commerce transactions.

1. A computer-implemented method for an online store to assist a customer in ordering a product online via a computer network, the computer network including a customer interface system, an order fulfillment system, a delivery system and a billing system, the method comprising: allowing a customer to access information regarding a plurality of products via the customer interface system; receiving a customer order from the customer who selects a product from the plurality of products, whereby the product is placed in an electronic shopping cart to order the product, and the customer order including a location specified by the customer to receive the product; fulfilling the customer order via the order fulfillment system so that the product is ready to be delivered to the customer; arranging for delivery of the customer order via the delivery system so that the product is delivered to the customer; and generating billing data related to the customer order via the billing system so that the customer can pay for at least the product, wherein the integrated nature of the computer network where the customer interface system is electrically coupled to the order fulfillment system, the delivery system and the billing system, to allow the order fulfillment system to automatically fulfill the customer order, the delivery system to automatically arrange the delivery of the customer order, and the billing system to automatically generate billing data, upon receiving and subsequently deciding to send the product to the customer, wherein the product is delivered to the location by a common carrier that does not belong to the online store, and wherein the common carrier not only delivers products for the online store, but also delivers products for other companies.
 2. A computer-implemented method as recited in claim 1, wherein the customer interface system enables the customer to schedule a time for delivery of the product to the location specified by the customer, and wherein the customer interface system provides delivery windows for the customer to select to schedule the time for delivery of the product.
 3. A computer-implemented method as recited in claim 1, wherein the computer network further includes a system configured to issue and keep track of credits given to the customer if the product is delivered at a time later than the scheduled time for delivery.
 4. A computer-implemented method as recited in claim 1, wherein the computer network includes a customer system configured to keep track of interactions with the customer after the customer has placed the order, and wherein the customer system enables online store representatives to service request from the customer.
 5. A computer-implemented method as recited in claim 4, wherein the customer system allows online store representatives to issue credits to the customer for complaints from the customer under certain conditions.
 6. A computer-implemented method as recited in claim 4, wherein the customer system allows online store representatives to issue credits to the customer in view of the customer returning the product to the online store under certain conditions.
 7. A computer-implemented method as recited in claim 4, wherein the customer system is configured to handle customer-reported shorts in delivery.
 8. A computer-implemented method as recited in claim 1, wherein the order fulfillment system automatically interacts with a warehouse system managing a physical warehouse that stores a plurality of products of the online store, and wherein the warehouse includes specific areas to package the product for the common carrier.
 9. A computer-implemented method as recited in claim 8, wherein the warehouse includes at least two different areas that store products at different temperatures, one at ambient and the other at refrigerated temperature.
 10. A computer-implemented method as recited in claim 8, wherein the warehouse includes a fill-to-order section for processing a customer specific order, which follows a specific customer preference other than the identity of the one or more products specified in the order.
 11. A computer-implemented method as recited in claim 1, wherein the computer network includes a system that keeps track of the product if the product is returned by the customer, and that makes the product available for subsequent purchase by customers.
 12. A computer-implemented method as recited in claim 11, wherein the product is made available to subsequent purchase when the returned product is received at a warehouse that stores a plurality of products of the online store.
 13. A computer-implemented method as recited in claim 12, wherein the returned product is not made available to purchase until the returned product is inspected and processed.
 14. A computer-implemented method as recited in claim 1, wherein the computer network includes a system that provides an interface for a merchant to input information regarding a merchant product from the merchant for customers to purchase, and wherein the merchant is not an employee of the online store.
 15. A computer-implemented method as recited in claim 14, wherein the merchant product is not made available to customers before a purchase order has been issued by the online store to the merchant for the merchant product.
 16. A computer-implemented method as recited in claim 1, wherein the computer network includes a purchasing system that is configured to issue purchase orders to order products from a plurality of merchants for customers to the online store.
 17. A computer-implemented method as recited in claim 1, wherein the common carrier is selected from the list of UPS, Federal Express, and the U.S. postal service.
 18. A computer-implemented method as recited in claim 1, wherein to access information regarding a plurality of products, the customer interface system allows the customer to electronically search for information regarding the products.
 19. A computer-implemented method as recited in claim 1, wherein the customer interface system allows the customer to access information regarding the plurality of products using a conventional network browser operating on a computing device.
 20. A computer-implemented method for an online store to assist a customer in ordering a product online via a computer network, the computer network including a customer interface system, an order fulfillment system, a delivery system and a billing system, the method comprising: allowing a customer to access information regarding a plurality of products via the customer interface system; receiving a customer order from the customer who selects a product from the plurality of products, whereby the product is placed in an electronic shopping cart to order the product, and the customer order including a location specified by the customer to receive the product; fulfilling the customer order via the order fulfillment system so that the product is ready to be delivered to the customer; arranging for delivery of the customer order via the delivery system so that the product is delivered to the customer; and generating billing data related to the customer order via the billing system so that the customer can pay for at least the product, wherein the integrated nature of the computer network where the customer interface system is electrically coupled to the order fulfillment system, the delivery system and the billing system, to allow the order fulfillment system to automatically fulfill the customer order, the delivery system to automatically arrange the delivery of the customer order, and the billing system to automatically generate billing data, upon receiving and subsequently deciding to send the product to the customer, wherein the delivery system classifies locations to deliver products into at least a first zone and a second zone, wherein if the location specified by the customer falls under the first zone, the product will be delivered by a common carrier that not only delivers products for the online store but also delivers products for other companies, and wherein if the location specified by the customer falls under the second zone, the product will be delivered by a carrier that delivers products for the online store, but not for other companies. 